How to choose a UI/UX design agency: 9 questions to ask

1. Who will actually design my product?

Ask for names, and meet those people before you sign. At a lot of agencies the people in the pitch aren't the people on the project. That's not always wrong, but you should know which one you're paying for.

2. Can I see a project like mine, and the problem behind it?

Don't settle for final screens. Ask what the problem was, what they tried that didn't work, and what changed once it shipped. A case study that only shows polish is a gallery, not proof.

3. How will you learn about our users?

Good UX design starts with the people using the product, not the people paying for it. Listen for interviews, analytics, support tickets or usability tests. Any real contact with users counts. 'We follow best practices' doesn't.

When we designed the Retimer app for Re-Time, the product came out of years of sleep research. A lot of the job was turning that science into a daily plan that a tired person could follow. You only get there by understanding how people actually use it.

4. Where do I sign off, and on what?

You want to approve structure before surface: user flows and wireframes before colours and polish. Ask where your sign-offs are and what happens if you disagree. Changing a flow in week two is cheap. Changing it once the UI is finished isn't.

5. Will we get a design system or a pile of screens?

A design system, meaning reusable components with clear rules, is what makes the tenth screen cheaper and more consistent than the first. Without one, every new feature turns into a fresh design project.

6. Who builds it, and how does the design reach the code?

This is where most products lose quality. Find out whether the agency builds, works alongside your developers, or hands over files and disappears. If someone else is building, ask how spacing, states and motion get specified, and who checks the build against the design.

We design and build, so that gap doesn't exist for us. That's how stores like Not Just Vanilla's Shopify build end up looking the way they were designed.

7. How do you test before launch?

A prototype tested with five or six real users catches the expensive mistakes early. Ask what they test, with whom, and when a test last proved them wrong. A good agency will have an answer ready.

8. What's included in the price, and what isn't?

Revision rounds, research, the design system, developer support, content, accessibility checks. Get the scope in writing, along with what counts as a change. It protects both sides. (If branding is part of the project, here's what a brand identity should include and cost.)

9. What happens after launch?

No product is finished on launch day. Ask about support, iteration and whether they'll look at real usage data with you afterwards. The good ones want to know if it worked.

If you'd like to put these questions to us, see how we work on product design or get in touch.

Red flags when hiring a UI/UX agency

A fixed price before anyone has asked about your users. No named team. Lots of mockups but nothing shipped. 'Unlimited revisions', which usually means nobody is making decisions. And a portfolio with no problems in it.

Questions people ask about UI/UX agencies

What's the difference between UI and UX design? UX is how the product works: the flows, the structure, what happens when. UI is how it looks and feels on screen. You need both, in that order.

Should I hire a freelancer or an agency? A good freelancer is great for a defined piece of work. An agency makes more sense when you need research, design and build covered by one accountable team.

Do I need a design system for a small product? A light one, yes. It costs little at the start and saves a lot by the tenth screen.