Some of the brands Brom has worked with
What we do
We work across the full journey of digital product development. From validating an idea to launching it, and from improving what exists to scaling what works.
UX Design
Product Strategy
User Research
MVP Design and Delivery
Embedded Talent
Most growing businesses hit the same wall.
The clues are already there, in analytics, recordings, support tickets, and feedback. But when you’re too close to the business, the patterns become hard to see.
They land but
don’t “get it”
Your website makes perfect sense to your team. A new visitor decides in seconds if it’s for them. If the value isn’t instantly clear, they leave.
They start but
don't finish
Sign up, add to cart, book a call, they begin the journey, then disappear before the moment that matters. Something is creating hesitation.
You’re improving things but not sure what matters
You’re investing time and money, but direction is driven by opinions and “best practice”, not evidence from real customers.
You don’t need more features. You don’t need a full redesign. You need to know where customers hesitate, why it’s happening, and what to fix first.
We find the friction. Then we fix it.
Lean Otter is a small, senior experience design studio for digital businesses. We pinpoint the moments where customers lose clarity or trust, then design focused improvements that increase conversion and retention.
Every engagement starts with the same question: where does the experience stop working for customers? We answer that before we design anything, so effort goes into what will actually move revenue.
Start small. Go deeper only if it's worth it.
48 hrs
Experience Teardown
Can you sanity-check this page/flow quickly?
A fast expert teardown of one page or flow that spots the biggest experience blockers to conversion and tells you exactly what to change first.
1-2 weeks
Experience Friction Audit
Where is the experience losing us customers?
A focused experience audit that finds where customers drop off, explains why value isn’t landing, and prioritises the fixes most likely to improve conversion.
3-4 weeks
Experience Improvement Sprint
What’s the best experience fix to move the needle?
A short sprint to prototype and test the highest-impact journey fixes, so you can improve the experience quickly and move key metrics with confidence.
8-16 weeks
Experience Performance Partner
How do we keep improving the experience as we grow?
An ongoing partnership to keep improving your customer journey, track what’s working, and systematically lift conversion and retention over time.
Free Scorecard
Not sure what to tackle first? Get the free scorecard. It takes 2 minutes and tells you what type of conversion blocker you’re dealing with and where to start.
20 years of improving digital experiences.
Lean Otter is led by Brom, former Head of UX at Thomas International. Before that: e-commerce, SaaS, HR tech, learning platforms, and events. Two decades of figuring out why customers hesitate, and designing the changes that help them continue.
Every engagement is led by Brom personally. Specialist associates are brought in only when needed. You never get passed to a junior.
Some of the brands Brom has worked with
“We brought Lean Otter in for the Carnilove e-commerce rebrand to move fast without relying on opinions. Lightweight research and rapid prototyping informed key decisions and reduced the risk of building the wrong thing.”
Jack Hayes, Director of Growth, Vafo Digital
Got a digital experience problem? Let’s sort it.
Describe what’s happening in your digital business and what outcome you want to improve (conversion, retention, revenue per visitor, or sign-ups).
