Start with the decision
Choose a task that matters to your customers, such as finding a service, requesting a booking or reviewing an order. Walk through the task from the customer's starting point. Write down the information they need at each stage and the choices they are asked to make.
Design out the friction
Look for unclear labels, repeated questions and screens that offer too many competing actions. A useful interface explains what is happening and what comes next. Wireframes and prototypes can help review these choices before committing to a complete build.
Learn after launch
Ask people to describe where the journey became confusing and review that feedback alongside actual use. Change one meaningful problem at a time, then check the task again. Keep room for different devices and accessibility needs throughout the review.