Welcome to UXY
At UXY, we dive deep into your customer interactions, revealing insights that help you connect better every time. We exist to identify the points of friction — the moments where what should be a smooth customer journey breaks down, causing frustration, delays, and lost trust.
By auditing digital and phone self-service environments through the eyes of real customers, we help businesses uncover hidden obstacles and provide practical, actionable solutions.
Find the friction. Fix the journey. Improve the experience.
Increase customer acquisition
Improve customer retention
Strengthen brand reputation
Reduce customer frustration
Build smoother, more efficient service journeys
Our Approach
Who We Are
At UXY, we bring over 30 years of real-world business experience rooted in one core strength: troubleshooting.
Our background has been built on analysing systems, examining processes, and identifying the most effective solutions to complex challenges. Across decades of working with businesses, technology, and customer-facing services, we developed a deep understanding of how organisations operate — and more importantly, where they often fail their customers.
Like many consumers, we have repeatedly experienced the frustration of poorly designed customer journeys when dealing with retail, government, and multinational service organisations. Broken workflows, confusing websites, unhelpful phone systems, disconnected departments, and unclear communication are all symptoms of a larger issue: a lack of joined-up thinking in customer experience design.
Our team
Our strength lies in our experience — and in the different perspectives we bring to every customer journey.
Founded by Brian Walsh and Deirdre McElligott, UXY combines practical insight from IT, sales, legal services, customer support and business problem-solving. This blend of experience allows us to look at customer interactions from more than one angle — commercial, operational and human.
We are not just looking for what is broken. We look for what feels unclear, slow, frustrating or disconnected from the customer’s point of view — and we help businesses turn those moments into smoother, stronger experiences.
Brian Walsh
co-founder
Deirdre McElligott
co-founder
With a background spanning heavy industry, textiles, sales and marketing, IT security, publishing and consumer product development, Brian brings broad commercial experience and a sharp, practical eye to customer insight.
A former Managing Director of IMJ — Ireland’s leading marketing journal — and founder of Route 2, a specialist IT security company, Brian has advised and supported a wide range of businesses throughout his career.
His strength lies in examining systems, processes and customer interactions from the outside in — identifying where friction occurs, where communication breaks down, and where small improvements can create a better customer experience.
Deirdre has a background in legal services, healthcare, petroleum, real estate and client support, Deirdre brings a broad and practical understanding of how people experience services in real life.
As founder of DMAC Legal Services, she has worked with some of Ireland’s leading law firms, supporting clients in areas where clarity, trust, accuracy and good communication are essential.
Deirdre has also studied health and fitness, social media and childcare, giving her a wide perspective on different customer needs and expectations. Her strength lies in viewing services from the customer’s point of view — identifying where the experience feels clear and helpful, and where it may become confusing, impersonal or frustrating.