Project Overview
An owner knows their business from the inside. A new customer sees something different: search results, an unfamiliar offer and a decision about whether to make contact.
I built the Business Health Check to make that outside view useful. It turns public website research into a structured review of the customer journey, showing what already works and where the next step becomes harder than it needs to be.
The aim is a clear starting point: keep the strengths, understand the friction and choose one practical improvement to investigate first.
Project Process
The workflow follows the business as a prospective customer would, from first impression through service information and the available enquiry or booking routes. Relevant competitors provide context for how other businesses explain their offer and guide people forward.
Research is organised into strengths, friction points, comparisons and a prioritised recommendation. Each finding connects an observable detail to its likely effect on the customer experience, while keeping internal questions separate from what can be seen publicly.
The recommendation explains why the issue matters, what could change and where to begin. This gives the owner a focused decision with supporting reasoning, rather than a long list of disconnected suggestions.
Final Results
In a service-business review, the workflow identified a demanding first-contact form and no clear route for visitors who were interested but not ready to book. It also recorded strengths worth keeping, including clear service information and visible professional credentials.
The report recommended giving those visitors a step short of booking, alongside reducing unnecessary questions at the first point of contact. The output set out the reasoning and practical actions the owner could consider.
The result was a prioritised customer-journey review: an outside perspective translated into one useful change to test. The same structure can be adapted to another business, with the research and recommendations grounded in its own customer experience.
Services:
Customer journey analysis, research synthesis, personalised report generation
Built For:
Alchemetry Group
Capabilities:
Evidence-led business reviews
Year:
2026
Status:
Working research and reporting workflow