Client stories

Evidence from audits, workshops, and monthly reports

Comments below refer to specific engagements. Names and roles are shared with permission; company brands are kept general where requested.

“The audit showed that our top failed queries were asking for store opening times, not products. We had assumed ranking was the problem for months. The report was blunt in places, which we needed.”

Helen Cartwright, Head of Product, regional retail app — In-App Search Behaviour Audit

“Having a monthly brief means our content calendar finally reacts to phrases people actually type, rather than phrases we invent in workshops.”

Marcus Adeyemi, Customer operations lead — Monthly Search Insight Reports

“The half-day was tightly run. We left with a synonym draft we could argue about productively instead of starting from a blank spreadsheet.”

Priya Nair, Catalogue manager — Query Taxonomy Workshop

“Useful diagnostic before we committed budget. One mild caveat: we wished we had scheduled the follow-up earlier—our internal approvals took longer than the assessment itself.”

Tom Fletcher, Digital director, membership organisation — Search Readiness Assessment

Extended story

Membership help library — three-week audit

Sophie Lang, UX research manager — In-App Search Behaviour Audit

Sophie’s team prepared a sixty-day export of in-app help searches with identifiers removed. Utility Cypress Path mapped zero-result clusters against the live help taxonomy.

The main finding was vocabulary drift: members searched for ‘suspend membership’ while articles used only ‘pause account’. Ranking changes alone would not have closed that gap.

Within a fortnight of the walkthrough, the content team republished three articles under member wording and added synonyms for the rest. Support ticket volume on that theme fell in the following month’s internal review.

“They stayed within our anonymisation rules without drama and still produced clusters our researchers recognised from interview notes.”

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