Evidence from engagements
Client stories
Reviews here mention specific reporting work — journeys, baselines, and follow-up lists — rather than generic praise.
“The report named three drop-off points we had argued about for months. We still disagreed on priority for one of them, but at least we were arguing from the same evidence.”
“Their journey review of our evening booking path was tighter than I expected. It did not cover the admin tools we also wanted reviewed, which we should have scoped explicitly. For the customer path, the annotated waiting states were immediately useful to support.”
“We needed a baseline before a summer release. The document was short, the caveats were clear, and we reused the same signals two months later without reinventing definitions.”
Extended note: membership renewal reporting
A membership organisation asked for a first reporting cycle on its renewal application used heavily after 19:00 KST. Scope covered the renewal journey, confirmation delays, and related support reopens over a four-week window.
Findings highlighted a confirmation screen that appeared successful while backend retries continued, plus a language-switch loss of partially entered details. The walkthrough produced a three-item follow-up list; engineering addressed the confirmation messaging first.
A mild reservation from the client: access to masked session extracts took longer than planned, which compressed the observation window by several days. We documented the shorter window in the report rather than stretching conclusions.
They later moved to a monthly retainer using the same outline. Comparisons stayed readable because the signal list did not change month to month.