Client notes
Client notes and extended briefs from Connect Vertex Base engagements on application analytics and user behaviour tracking across Australian teams.
These notes come from clients who agreed to share context. We do not invent star ratings or marketplace-style scores. If you want evidence tied to a specific engagement type, ask during contact.
Client notes
The audit briefing named three places where people abandoned a claims form after the upload step. We had been blaming file size limits; the real issue was the progress label that never updated. Support tickets dropped the week after we fixed the copy.
I wanted cleaner charts. What we got was a glossary fight that needed to happen. Halfway through the workshop I realised our ‘success’ event fired on page load, not completion. Slightly bruising, but the quarterly numbers finally made sense.
Observation sessions were tightly run. One participant needed a longer break than scheduled and the facilitator handled it without rushing the task. Notes arrived the next morning with timestamps we could replay against our recordings.
The quarterly review is useful, though I wish we had booked the first one after cleaning our event names. The memo spent a page reminding us of definitions we still argue about internally.
Extended briefs
Claims portal recovery paths
A Sydney insurer asked us to explain a spike in abandoned claims after a release. Moderated sessions showed people completing uploads, then waiting for a spinner that never resolved on slower connections. Analytics confirmed long dwell times on that step but had labelled the step ‘validation’. The briefing recommended a status message change and a support script update before any engineering rewrite. Two weeks later, completion rates on that step recovered toward the prior baseline.
Onboarding glossary for a Brisbane desk
A Brisbane operations team booked an interpretation workshop after three product managers produced three different funnel stories. We printed the event catalogue and walked line by line. The breakthrough was retiring an event that fired whenever a tooltip opened. Once that noise left the funnel, the remaining steps matched what support heard on calls.