Choosing to hire a UX design agency can feel like navigating a minefield. Pick the wrong one, and you could end up with a blown budget, missed deadlines & a product that just doesn't connect with your users.

The line between a game-changing partnership and a costly mistake is often drawn by the questions you ask before signing on the dotted line.

So, how do you actually find an agency that gets your vision and can turn it into a beautiful, intuitive experience? Well, in most cases, it starts with a simple, but smart conversation - and asking the right questions.

This guide gives you the exact set of questions you need to vet potential UX agencies and find your perfect match.

Why Should You Ask Questions Before Hiring a UX Agency?

Image Source: Clutch

Jumping into a partnership with a UX design agency without asking the right questions is a recipe for disaster.

This initial vetting process isn't just a formality; it's a critical step that sets the foundation for a successful project.

Here’s why taking the time to ask detailed questions is non-negotiable:

• Aligns expectations and vision: The most common reason for project failure is a mismatch in expectations. Asking about their process, communication style, and success metrics ensures both you and the agency are on the same page from day one.
  
  

  It confirms they understand not just what you want to build, but why you want to build it.
  
  

• Prevents scope creep & budget overruns: Clear questions about pricing, payment terms, and how they handle revisions can save you from major financial headaches.

  
  According to a report by the Project Management Institute, 34% of projects fail due to unclear objectives or scope creep.

  
  A professional agency will have a transparent process for managing change requests, ensuring you stay within budget.
  
  

• Verifies true expertise & fit: A flashy portfolio is great, but does the agency have experience in your specific industry or with the challenges you face? Asking for relevant case studies and an overview of their team’s expertise helps you gauge if they have the specialized skills to deliver.

  
  

  This is especially crucial for niche sectors like fintech or health-tech, where user needs are highly specific.
  
  

  
  

• Establishes a foundation of trust: A transparent agency will welcome detailed questions about their process, team, and even their cancellation policies.

  
  Their willingness to provide clear, honest answers builds trust and demonstrates that they are a true partner invested in your success, not just a vendor looking to close a deal.
  
  
  

• Understanding pricing and deliverables: Clear questions about deliverables ensure you know exactly what you're paying for. UX deliverables serve as the foundation of any design process, creating a common language for everyone involved.

  
  

  Asking about their documentation practices, design artifacts, and what you'll actually receive at each stage - helps keep expectations aligned & prevents any costly surprises later on.
  
  

Key Questions to Ask Before Hiring A UX Design Agency

1. "Can we take a look at your design portfolio together?"

This question is your starting point, but the key is the phrase "together." Don’t just ask for a link to their portfolio; ask them to walk you through 2-3 relevant projects on a call.

This transforms the review from a passive look at pretty pictures into an active discussion about their problem-solving skills. It gives you a window into their strategic thinking and how they translate a client's business goals into a tangible, user-centric design.

When they present their work, you can dig deeper. Ask them why they made certain design choices, what challenges they encountered, and how they overcame them.

A great UX agency won't just show you the final product; they'll tell you the story behind it: the research, the user testing, the iterations, and the final impact on business metrics.

This approach helps you see if their creative process aligns with your company's strategic goals.

2. "What is your UX design process & methodology?"

Asking about an agency's design process reveals the strategic framework that guides their work. A well-defined process shows they are professional, predictable, and committed to achieving real results, not just beautiful visuals. It demonstrates how they move from abstract ideas to concrete solutions that are centered around the user.

A strong process is the backbone of any successful UX project, ensuring that every design decision is intentional and backed by research.

A top-tier agency will have a structured yet flexible process. Many follow a human-centered design approach with phases like Empathize, Define, Ideate, Prototype, and Test.

They should be able to clearly articulate each step, what deliverables to expect at each stage, and where you, the client, will be involved for feedback and sign-offs.

Image source: Designlab

3. "What is your estimated timeline for project delivery?"
   
   

Image Source: Medium

Timeline management is where many projects go off the rails. This question helps you understand an agency's project management discipline and their ability to plan realistically.

A reliable agency won’t just give you a single end date; they will provide a detailed project plan with key phases, milestones, dependencies, and deliverables, often using tools like Asana or Jira. This shows they’ve thought through the entire project, not just the final handoff.

Furthermore, a seasoned agency will be upfront about potential risks and common causes for delays, such as slow client feedback or unexpected technical issues. They should have clear strategies for mitigating these risks.

Their transparency about what could go wrong is actually a good sign - it shows they are experienced enough to anticipate challenges and have a plan to navigate them, keeping your launch on track.

4. "What are your pricing & payment terms?"
   
   

Talking about money upfront is essential to avoid surprises later. This question isn't just about the total cost; it's about understanding the financial structure of the partnership. An experienced agency will be transparent about their pricing models, whether it's a fixed project fee, a monthly retainer, or hourly billing.

They should provide a detailed proposal that breaks down the costs, so you know exactly what you’re paying for: UX research, wireframing, UI design, prototyping, etc.

Equally important are the payment terms. Ask about the required deposit, milestone payments, and any fees for late payments. You should also clarify their process for handling "change orders" or requests that fall outside the original scope.

A proactive and clear approach to financial discussions is a hallmark of a professional and trustworthy partner. Bricx understands this, which is why we offer a variety of pricing plans for clients to choose from.

To get a better sense of different models, you can review this guide to our agency pricing.

5. "Can you share some past projects or case studies?"

While a portfolio shows the final product, case studies reveal the journey and the results. Asking for project showcases and case studies relevant to your industry is a crucial vetting step.

It proves the agency can solve problems like yours and understands the specific nuances and user expectations of your market. A beautiful design is one thing, but a design that increased user engagement by 40% for a SaaS platform is far more compelling.

A strong case study does more than show off visuals. It should also detail the initial challenge, the research and strategy they employed, the solutions they implemented, and, most importantly, the measurable outcomes.

Look for concrete data:

• Did they reduce bounce rates?

• Improve conversion?

• Increase user retention?

This is direct evidence of their ability to deliver not just a design, but a tangible business impact.

6. "How will you manage in case of a timezone difference?"

Image Source: Clay Global

In today's remote world, your ideal agency might be halfway across the globe. This is a practical question that addresses the logistics of collaboration.

A well-prepared agency will have a clear plan for managing timezone differences to ensure seamless communication and project momentum. Don't let a difference of a few hours deter you from working with a great team if they have the right systems in place.

Look for specific strategies. Do they establish a few hours of overlapping work time for real-time collaboration?

Do they rely on asynchronous communication tools like Slack and Asana for daily updates? Do they schedule weekly calls at a time that works for both teams?

A proactive and flexible approach to time zones shows they are experienced in remote collaboration and committed to making the partnership work, regardless of location.

7. "How do you communicate & collaborate for the project?"

   
   

   

   
   Image Source: Filestage

Misaligned communication can kill a project. This question sets the foundation for a transparent and effective partnership. It reveals how an agency keeps you in the loop, manages feedback, and ensures the project stays on track.

A great agency will have a structured communication plan tailored to your needs, not a 'one-size-fits-all' approach.

Their answer should be specific. Ask which tools they use (e.g., Slack, Asana, Teams), who your main point of contact will be, and how often you can expect updates (daily, weekly, etc.).

A clear protocol for communication, feedback, and approvals is a sign of an organized, client-centric agency. This ensures the relationship is built on clarity and trust, not guesswork and assumptions.

8. "How do you measure the success of a project? What metrics do you consider?"

Image Source: Eleken

This question separates a strategic partner from a mere design vendor. An agency that is truly invested in your success will be excited to talk about metrics and KPIs.

Their answer should pivot immediately to your business goals. A results-driven agency will want to know what success looks like for you — is it higher conversion rates, better user retention, or fewer support tickets?

They should propose specific metrics to track and a plan for measuring them, both before and after the project. For example, they might suggest tracking user task completion rates, Net Promoter Score (NPS), or customer satisfaction (CSAT) scores.

This data-informed approach ensures the design work is directly tied to business outcomes and provides a clear way to measure the ROI of UX design.

9. "What are your cancellation policies?"

While no one wants to think about a project going south, it’s a practical reality to prepare for. Asking about cancellation policies is a sign of smart business planning, not mistrust.

A professional agency will have a clear, fair policy outlined in their contract. This question tests their transparency and professionalism in handling difficult situations.

Their policy should clearly state the terms for terminating the contract from either side. It should cover things like kill fees, ownership of the work completed up to that point, and the notice period required.

An agency that is evasive or doesn't have a formal policy is a red flag. A clear, straightforward cancellation policy protects both parties and shows the agency operates with integrity.

10. "How do you incorporate client feedback?"

Your feedback is crucial to ensuring the final product meets your vision. This question reveals how an agency handles collaboration and revisions.

A great partner sees feedback not as a criticism, but as an essential part of an iterative design process. They should have a structured system for collecting, discussing, and implementing your input.

Look for a defined process. Do they schedule specific feedback sessions at key milestones? Do they use tools like Figma or Balsamiq for contextual comments? How many rounds of revisions are included in the project scope?

A clear and organized feedback loop prevents endless back-and-forth, keeps the project moving forward efficiently, and ensures the final design is a true collaboration between your team and theirs.

11. "What is your Request for Proposal (RFP) process?"

Image Source: Curotec

If your company uses a formal procurement process, understanding an agency's approach to RFPs is crucial. Even if you don't use RFPs, this question can reveal how they handle the initial scoping and proposal phase. A well-structured RFP response shows they are organized and take the time to thoroughly understand a client’s needs before jumping into a project.

A good agency will likely have a standard process for responding to RFPs, which might include an initial discovery call to ask clarifying questions before submitting a detailed proposal.

They should be able to explain what information they need from you to provide an accurate and comprehensive response.

Their approach to this initial stage can be a good indicator of how methodical and detail-oriented they will be throughout the project.

12. "Do you offer post-launch support?"

The project doesn't end when the design goes live. Users will interact with your product in ways you didn't anticipate, and new opportunities for improvement will arise.

Asking about post-launch support is critical for the long-term success of your product. It clarifies whether the agency is a long-term partner or just a one-time contractor.

A top agency will offer some form of post-launch support, which could range from a short warranty period to fix bugs to an ongoing retainer for continuous improvement and optimization. Ask what their support packages include, what the response times are, and how they handle new feature requests versus bug fixes.

Knowing you have a reliable partner to support you after launch provides peace of mind and sets your product up for continued success.

13. "Do you specialize in any specific industries or platforms?"

While a good design process can be applied to any industry, specialized expertise can be a major advantage.

An agency that specializes in your industry (e.g., B2B SaaS, FinTech, eCommerce) will already understand your target users, competitive landscape, and common challenges. This can significantly speed up the research and design process and lead to more insightful, effective solutions.

Similarly, if you’re designing for a specific platform (e.g., iOS, Android, web applications), an agency with deep experience in that area will be invaluable. They will be up-to-date on the latest design guidelines, technical constraints, and user expectations for that platform.

This specialized knowledge from top UX agencies can make the difference between a good product and a great one.

14. "How do you test your designs?"

Design without testing is just guesswork. This question is crucial for understanding how an agency validates its design decisions with real users. A user-centric agency will have a robust methodology for user testing integrated throughout their design process, not just as an afterthought at the end. This ensures the final product is not only beautiful but also intuitive, usable, and effective.

Ask about the specific testing methods they use. This could include moderated usability testing, A/B testing, user surveys, or heat mapping.

They should be able to explain how they recruit test participants who match your target user profile and how they use the insights from testing to iterate on the designs.

A commitment to rigorous testing is a clear sign that the agency is focused on creating products that truly work for users.

15. "Can I keep the design team on an ongoing basis?"

Sometimes, a single project evolves into a need for continuous design support. This is especially true for growing products that require ongoing feature development, optimization, and user research. Asking about retainer options upfront lets you know if the agency is equipped and willing to become a long-term, embedded partner for your team.

A flexible agency will often offer retainer models that provide a dedicated block of hours each month for ongoing design work.

This can be more cost-effective and efficient than scoping new projects every time you need a design update.

It allows the agency’s team to develop deep product knowledge and function as a true extension of your own team, driving continuous improvement and innovation.

What to Expect After Choosing An Agency?

Once you've asked the tough questions and selected your UX design agency, the real work begins. The first step is typically a formal kickoff meeting. This is where both teams come together to align on the project goals, timeline, key milestones, and communication plan.

You'll likely dive deeper into your business objectives, target audience, and any existing research you have. This session is crucial for setting the tone and ensuring everyone starts on the same page.

Following the kickoff, the agency will move into the initial discovery and research phase. They'll conduct stakeholder interviews, competitive analysis, and user research to build a solid foundation for the design work. Your role during this phase is to be available, provide necessary information promptly, and give clear feedback.

A successful partnership is a two-way street, and your active participation is key to keeping the project on track and ensuring the final product truly reflects your vision and meets your users' needs.

Conclusion

The right questions separate agencies that deliver results from those that just create pretty designs.

These 15 questions reveal everything you need to know - from their process and methodology to how they measure success and handle challenges. Most importantly, they help you identify partners who understand that good design drives business outcomes.

If you're looking for a UX agency that provides clear, strategic answers & delivers high-quality SaaS designs with a process-driven approach - Bricx can be the right partner.

To know more about our process and how we can bring your ideas to life, book a call now!