Sample Work 001 · Customer Experience & Website Pathways
Making multiple services easier to discover, understand and act on.
A de-identified example showing how a website and customer journey review identified friction in service visibility, offer clarity and the pathway from initial discovery to enquiry or booking.
This sample is based on work completed for a real owner-led business. Identifying information has been removed and selected material has been reformatted to demonstrate TINC’s current approach. It shows the analysis and recommendations produced, not verified implementation or commercial outcomes.
The business situation
A broader offer existed, but customers had to work too hard to discover it.
The review considered the website as a connected customer journey rather than treating each page as an isolated copy exercise.
What was happening
The business offered several distinct services. The individual offers existed within the website, but their visibility and role within the wider business were not always immediately clear to a first-time visitor.
The question was therefore not simply whether each page contained enough information. The review considered whether someone unfamiliar with the business could understand the broader offer, identify what might suit them and move towards an appropriate next action.
What was reviewed
- Homepage structure
- Service visibility
- Service-page clarity
- Navigation
- Contact & booking
- Trust signals
- Mobile experience
- Calls to action
- Lead capture
- Offer differentiation
Sample analysis
Observation is only useful when it connects to consequence and action.
The examples below show the reasoning structure behind the review: what was visible, why it mattered and what should change.
Some services required deeper navigation to discover.
The full breadth of the business offer was not consistently visible early in the customer journey.
Customers could form an incomplete picture of the business.
A first-time visitor may leave, enquire about only one part of the offer or miss a service that better matches what they need.
Introduce the broader service range earlier.
Strengthen homepage and navigation visibility so customers can understand the range before needing to search for it.
Distinct services needed clearer roles within the overall offer.
Several services sat within the same business but required stronger differentiation to help customers understand how they related to different needs.
More choice can create more decision effort.
When customers cannot quickly distinguish between offers, additional services can increase uncertainty rather than improve choice.
Clarify what each service is and where it fits.
Use stronger service differentiation and page hierarchy so visitors can compare the offer without needing to decode the business themselves.
The journey needed clearer movement towards action.
Service information, contact pathways, booking actions and supporting trust information needed to work as one connected experience.
Understanding the service is not the same as knowing what to do next.
Even an interested visitor can stall when the route from information to enquiry or booking is inconsistent or requires unnecessary effort.
Create clearer pathways from discovery to action.
Strengthen calls to action, booking and contact pathways, while supporting customers who are interested but not yet ready to book.
What was delivered
The review became a structured website and customer journey strategy.
The original engagement was broader than TINC’s current Small Business mini-services. The scope below demonstrates the depth of the original work, not the expected output of a $295–$495 service.
Scope of analysis
Analysis extended beyond individual page copy.
The work considered how the wider website, offer and customer journey operated together, including how customers discovered the business, understood the offer, built confidence and moved towards action.
Evidence boundary
What this sample proves, and what it does not.
TINC distinguishes between evidence of analysis, evidence of delivery and evidence of business outcomes.
This sample demonstrates analysis and recommendation capability.
It shows that the business was reviewed across multiple connected customer touchpoints and that structured recommendations were produced. It does not establish which recommendations were implemented or their subsequent effect on enquiries, bookings, conversion, revenue or other commercial measures.
Facing something similar?
The same type of thinking now supports TINC’s Small Business Services.
The original engagement was larger. These current services provide smaller, clearly bounded ways to get help with similar types of business friction.
Customer Experience Check
Find where customers may be getting confused, frustrated or dropping off.
$295 SB-02Website, Booking & Ordering Check
Review one key online pathway from finding the business through to action.
$345 SB-04Menu, Services & Product Clarity Review
Make the offer easier to understand, compare and choose.
$345 SB-06Small Business Health Check
Identify the biggest friction points and what should be addressed first.
$495Start with the problem
Something in your business should be easier.
Tell TINC what is happening, or choose the Small Business Service that sounds closest to the issue. Scope and pricing are confirmed before work begins.