# Remove friction from the user journey Source: https://www.lucidmedia.co.nz/services/conversion-rate-optimisation/ux-optimization/ Poor user experience kills conversions quietly. We find and fix the usability issues that frustrate visitors and stop them becoming customers. [Get Your Free Conversion Audit](https://www.lucidmedia.co.nz/services/conversion-rate-optimisation/ux-optimization/#booking) [View All Conversion Rate Optimisation Services](https://www.lucidmedia.co.nz/services/conversion-rate-optimisation/) ## Sound Familiar? These are the problems we solve every day for businesses like yours. ### Visitors leave without taking action Your analytics show traffic, but conversions stay flat because usability issues are blocking the path to purchase or enquiry. ### Navigation that confuses rather than guides Visitors can't find what they're looking for, so they give up and leave for a competitor whose site makes it easy. ### Mobile experience is an afterthought A big share of your visitors arrive on a phone, and what they get is a clunky, frustrating squeeze of the desktop site. ### No visibility into actual user behaviour You're making UX decisions on assumptions because nobody has ever watched a real user try to use the site. Less likely to return after bad experience 88% User tests find most usability issues 5 Sites indexed mobile-first by Google 100% ## What's included Here's what the work covers. 01 ### UX Audit A structured review of where your site frustrates users 02 ### User Journey Mapping The paths visitors actually take through your site 03 ### Heatmap Analysis See where users click, scroll, and stop paying attention 04 ### Usability Testing Watch real people attempt real tasks on your site ## What You Get A clear picture of where users struggle on your site Data-backed priorities for UX improvements A mobile experience that works as well as desktop Changes measured by task completion and conversions, not opinions ## Our Approach User experience problems are invisible to the people who built the website. You know your own site too well to see where a first-time visitor gets lost. UX optimisation uses objective methods, like heatmaps, session recordings, and usability testing, to reveal exactly where the friction sits. We map the full journey from arrival to conversion and flag every point where visitors hesitate, get stuck, or leave. The usual suspects: unclear navigation, buried calls to action, slow-loading elements, and forms that ask for too much too soon. Small fixes carry real weight here. A simpler checkout, a clearer services page, or a mobile menu that behaves can be the difference between a visitor who converts and one who quietly disappears. ## How It Works Our simple process gets you from enquiry to results without the runaround. 1 ### Discovery Call We learn about your business, goals, and challenges in a free 30-minute consultation. 2 ### Custom Proposal You receive a detailed proposal with scope, timeline, and a clear investment breakdown within 48 hours. 3 ### We Get to Work Once approved, we start immediately with regular updates and check-ins throughout. 4 ### Launch & Support We deliver, launch, and provide ongoing support to ensure long-term success. ## Why Choose Lucid Media for UX Optimisation? We focus on results, not just deliverables. Every project we take on is designed to help your business grow. As an Auckland-based agency, we understand the New Zealand market and work with businesses across the country to achieve their digital goals. You get agency-quality work without the agency price tag or timeline. We use smart tools to work faster, so you see results sooner. ### What this means for you Expert guidance Work with specialists who understand the nuances of user experience optimisation. Clear communication No jargon, no confusion. We explain everything in plain language. Ongoing support We do not disappear after launch. We are here when you need us. Proven results Our track record speaks for itself. Real outcomes for real businesses. ## Other Conversion Rate Optimisation Services [View all](https://www.lucidmedia.co.nz/services/conversion-rate-optimisation/) ### [A/B Testing](https://www.lucidmedia.co.nz/services/conversion-rate-optimisation/ab-testing/) Stop guessing which version works. A/B testing puts two variations in front of real visitors and lets their behaviour decide. We design, run, and read the tests so every change you make is backed by evidence. ### [Landing Pages](https://www.lucidmedia.co.nz/services/conversion-rate-optimisation/landing-page-optimization/) Your landing page is where ad spend either pays off or leaks away. We optimise every element to cut friction and lift the percentage of visitors who take action. ### [Analytics](https://www.lucidmedia.co.nz/services/conversion-rate-optimisation/conversion-analytics/) You can't improve what you don't measure. We set up conversion tracking that captures what actually matters, with reporting clear enough to act on. ## What our clients say Real reviews from the businesses we have built, ranked and run campaigns for. 5.0 from 70+ reviews > “Our CPA dropped by 66% and lead quality increased 200-300%. Not only almost immediately, but consistent for the last few months.” Paul Zellman BDM, Austar Property Services Jaide Wooler Executive Assistant, Tom Rawson > We’ve been working with Jason from Lucid Media and couldn’t recommend him more. He’s been a fast communicator, proactive, and always willing to help. Jason goes above and beyond with providing recommendations and support. > > The websites he’s built and implemented for us have been excellent. He has captured our business perfectly and ensured that it is user friendly on both desktop/mobile. Fantastic service! Google review Terry Bradley Director, Precision Building Inspectors > Jason and his team have been fantastic to work with from the initial website design and with the ongoing maintenance. They built us a really professional and well-designed site that represents our business well and it has been great having their continued support. > > It is nice to know someone reliable can manage our website and make sure it stays ranking on Google. They are always responsive when we need updates or changes made, and their technical expertise gives us peace of mind. Google review > “I’ve had around 10 websites developed over the years, and Jason is by far the best web developer I’ve ever worked with.” Andrew Baker Owner, Electrical Plus Mitch Taylor Director, Horton Taylor > I have been working with Jason for a year now and he is absolutely brilliant, honest and reliable. His client first approach has meant his work is always on time and to a high standard. > > Most of all he actually gets the results he says he will. Google review Grace Zhang Sunshine Mortgages > Communication with him is always smooth and effortless. The website he created for me exceeded my expectations in every way. I’m genuinely impressed with both the design and the overall structure. > > I’m looking forward to seeing what else the website can bring to me. If you’re thinking about building a website, Jason is definitely the person to go to. Google review > “Absolutely great in delivering our e-commerce website. A great experience from start to finish, and even beyond.” Harry & Maria Owner, Pots of Joy Samir Khanna Director, Professional Financial > Working with Jason @ Lucid Media on our website was a great experience from start to finish. Jason brought our vision to life with creativity and professionalism; he understood what we were after, and this could be seen in the result. > > The design is clean and modern, and the functionality is exactly what we needed. Communication was smooth throughout the entire process, and deadlines were always met. Highly recommend to anyone looking for top-tier web design and development. Google review Alex Mayo Owner, Playceholdr > I had Lucid Media do some SEO work for us and I'm super impressed with the results. Jason also took the time to educate me deeply on the topic so I didn't feel like everything was smoke and mirrors like I have had with previous agencies. Google review Britta Friedrich Manager, MagicGerman > Working with Lucid Media was an excellent experience from start to finish. They took the time to thoroughly analyse our previous website, understand our product, and align with our company goals before creating a new, professional layout and copy. > > They truly went above and beyond, exceeding expectations at every step. I genuinely enjoyed the collaboration and look forward to working with them again in the future. Google review Melitta Adam Founder, Melitta Skin > I had a call with Jason and was so impressed by how in-depth it was. He really listened, understood where I’m at, and gave me a clear action plan that I can actually use. > > It was practical, straightforward, and made me feel confident moving forward with my ads. I couldn’t recommend working with him enough. Google review > “We wanted to bring our idea for an app to life. He turned our ideas into reality.” Alana Saunders Business Manager, A T Realty Andrew Harvey Director, AES Comp > Lucid Media provides great service, quickly establishing and refining our website. They are always available to us when we need changes made. > > Expert in SEO which is critical, our company now ranks at the top of Google searches, alongside our international suppliers but ahead of other agents around the world. We totally recommend Lucid as a highly competent and committed website developer and manager. Google review Ratu Tau Trekway Shuttle > We had previously used another digital company for our website and digital marketing… things went downhill quickly, and our business suffered badly. > > Within 30 minutes, we were on a Teams meeting discussing the problems we were facing. By 2am, Jason had sent us a detailed report… By 4pm, our Google Ads were back up and running. > > Everything was turned around in less than 24 hours… seeing results that quickly was honestly incredible. > > Jason and the team at Lucid Media have helped get our business back on solid ground… Young, full of energy, passionate, and genuinely driven to help businesses succeed. Google review Alex Fladgate Owner, JunkBoss > Jason created our JunkBoss company website from start to finish. He always responded immediately, shared great ideas, and the final site looks spectacular!! > > Highly recommend to anyone looking to get their website done. Google review > “They took the time to understand our vision and business needs, translating them into a stunning, user-friendly website.” Dev Dhingra CEO, Fundmaster Isaac Smith Managing Director, PSI > Communication was insanely good, the work Jason provided me with was on a new level and blew me away. If you’re looking for someone who will go above and beyond for you then he is your man. Google review Tyler Newman Tillen Finance > From the start, Jason has taken the time to understand my business properly rather than just pushing a generic marketing setup. We’ve built out a new website, landing pages, CRM integration, Google Ads and Meta campaigns, and the attention to detail across everything has been excellent. > > What stands out most is his responsiveness and willingness to adapt quickly. Any time we’ve needed changes or seen something in the data, he’s on it straight away and is always looking for ways to improve performance rather than just letting campaigns run. > > The key difference is that he genuinely feels invested in the success of the business, not just running ads in the background. Google review > “He was really acting in our best interests and went beyond what we were expecting him to achieve.” Brianna Hoy Managing Director, PplPeople Fiona Ashford Manager, Fee Funders > When the finance company I manage, Fee Funders, changed ownership, Lucid Media took over all aspects of our IT and technology, and the impact has been outstanding. Jason quickly learned our legacy systems, implemented critical changes during the transition, and then led the development of our new software platform and reporting systems. > > Jason is exceptional across all areas of technology, both front-end and back-end. He’s practical, solutions-focused, and genuinely understands business needs as well as the technical side. Google review Lynnae Sands Manager, Windsor Industries > Jason has been awesome to work with over the last few months. Whenever we've had any sort of issue with our website, he is extremely prompt in resolving it. Very professional and helpful, I highly recommend. Google review > “Jason is exceptional, excellent communications, a highly motivated individual. Such rare traits - very happy with his development work for us!” Eddie Director, PlastiCard Joel D'leema Director, TSB Living > Jason has been awesome in the work he has done for us. He is fast, very responsive and professional. Would highly recommend. Google review J-Tip It Google review > The team at Lucid Media have provided excellent service while recently coming in to help position J-Tip It to where they need to be! > > We are absolutely blown away with their quick responses, smooth customer service and their initiative to stay 10-steps ahead at all times. Results are immediate and the cost is undeniably justified. > > If you want to be in safe hands, choose Lucid! Google review > “The site looks clean, professional, and easy to use. He made the whole process super simple and stress-free.” Aidan Fraei Agent, Ray White ## Frequently Asked Questions Got questions? We have got answers. Here are some common questions about working with us. [Ask a Question](https://www.lucidmedia.co.nz/contact/) **What is UX optimisation?** UX optimisation improves how easily visitors can do what they came to do on your website: find information, compare options, and take action. It works from real user behaviour data rather than assumptions about what visitors want. The goal is to remove every unnecessary barrier between someone arriving on your site and completing the action that matters, whether that's a purchase, a form submission, or a phone call. **How do you identify UX issues?** We combine heatmaps, session recordings, analytics analysis, user surveys, and usability testing, because each method exposes a different kind of problem. Heatmaps show where people click and scroll. Session recordings let us watch individual journeys and spot patterns of confusion. Analytics shows where people leave. Together they give a complete picture of where visitors struggle and which fixes will pay back first. **What is a heatmap?** A heatmap is a visual overlay showing where visitors click, how far they scroll, and which parts of a page hold attention. High-activity areas appear as warm colours, ignored areas as cool ones. It makes the invisible obvious: the button nobody notices, the content nobody scrolls far enough to reach, the element everyone clicks that isn't even a link. That clarity gives optimisation work a clear direction. **Do you conduct user testing?** Yes, both moderated and unmoderated. Moderated tests have a facilitator guiding participants through scenarios, while unmoderated tests let people complete tasks on their own while we record. Nielsen Norman Group's research found that as few as five user tests uncover around 85% of usability issues, which makes this one of the most efficient ways to find out what is actually wrong with a site. **How much does a UX audit cost?** Pricing depends on the size and complexity of your website. A focused audit of your key conversion pages costs less than a full review of a site with dozens of pages, and we offer tiered packages so businesses of different sizes can access professional UX analysis. Every audit comes back as a prioritised list of recommendations with estimated impact, so you fix the highest-value problems first whatever your budget. **How long does UX optimisation take to show results?** Typically 4 to 8 weeks to see measurable improvement, depending on the issues involved and your traffic levels. Some fixes work fast: simplify a form or make the call to action obvious and conversions can move almost immediately. Structural changes to navigation or page layout take longer to assess, because you need enough data to confirm the improvement is real and sustained rather than a lucky fortnight. **Is UX optimisation a one-time project or ongoing?** Either works. Many businesses start with a one-off audit, which produces a prioritised list of improvements to work through. The stronger results come from treating UX as an ongoing discipline: we keep analysing behaviour, finding new issues, and testing fixes as your content, your visitors, and their devices change. A site that was easy to use two years ago has usually drifted. Ongoing attention stops the drift. **How does UX optimisation affect mobile visitors?** Mobile UX matters on two fronts: Google indexes the mobile version of your site first, and StatCounter puts mobile at roughly 39% of New Zealand web traffic. Plenty of sites that work well on desktop fall apart on a phone, with buttons too small to tap, content that needs horizontal scrolling, and menus that fight you. We test against real mobile usage, making sure touch targets are properly sized, text is readable without zooming, and key actions are easy to complete on any device. ## Ready to uncover what is holding your site back? get your free strategy session. Tell us about your UX audit and we'll show you how we can help you uncover what is holding your site back. Free consultation & quote Response within 24 hours No obligation to proceed [info@lucidmedia.co.nz](mailto:info@lucidmedia.co.nz) [+64 27 582 4369](tel:+64275824369)