Client notes

Short notes

“They sat with our claims flow for a full week before writing anything. The report named three places where people abandoned after a confusing status label — we had been blaming the payment gateway.”

— Priya N., product lead, Sydney insurer · Session Quality Audit

“Useful, though the first draft felt long. The shortened version we asked for became the checklist our designers still keep printed above their desks.”

— Marcus T., design manager, Melbourne marketplace · Session Quality Audit

“The clinic forced our support lead and our PM into the same room. Awkward for an hour; then we agreed which error message was actually costing callbacks.”

— Elena R., operations manager, Brisbane membership app · Critical Path Review Clinic

“I wished they had challenged our onboarding metaphor earlier — we defended it too long. Once they showed three recovering users saying the same confused phrase, we dropped it.”

— Jonah K., founder, Adelaide booking tool · Findings Briefing Workshop

Extended story: renewal path at a mid-size insurer

A Sydney general insurer asked us to examine policy renewal sessions after a quiet rise in outbound call volume. Charts showed completions holding steady; support tags told another story. Over twelve business days we reviewed a consented sample of sessions alongside call reasons.

The findings report highlighted a mid-flow “confirm details” screen that re-asked information already verified earlier. People who paused there often rang to ask whether something had gone wrong. The team shortened that screen and added a single reassurance line. A later pulse check showed fewer mid-flow exits and a drop in that specific call reason — without a redesign of the entire renewal journey.

Extended story: marketplace checkout under campaign pressure

A Melbourne marketplace booked a Critical Path Review Clinic four days before a national campaign. We walked twenty recent sessions with product and design. Two issues dominated: a shipping estimator that updated after payment selection, and a guest-checkout link buried under social login. Neither appeared in their primary funnel chart because people who recovered still “completed.”

They postponed one campaign creative that promised “two-minute checkout,” fixed the estimator order, and raised the guest option. The campaign still ran; the apology emails did not.