Customers cannot find products
Internal language, weak attributes and inconsistent taxonomy make simple needs difficult to express.
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Product experience
Make complex ranges easier to understand, find, compare and buy with confidence.
Merchant realityCustomer need
The JourneyProduct experience
Clear choicesCommercial value
The leadership challenge
In merchanting, product data is part of the customer experience and part of the operating model. Weak attributes, inconsistent content and unclear ownership create friction across search, ecommerce, branches, service teams and suppliers. Improving the experience means treating product information as a commercial capability.
Content cannot be trusted
Descriptions, images, technical data and availability information vary by source and channel.
PIM becomes an IT project
A new platform is selected before ownership, standards, workflows and customer outcomes are defined.
Our perspective
The work has to connect.
Great product experience begins with the jobs customers are trying to complete. Data, content, taxonomy, search and governance must work together to reduce doubt and help customers make the right choice first time.
The connected model
The right product, first time
Every stage needs to connect. Select or hover over the sequence to see how the work moves from evidence into value.
- 01Customer job
- 02Product truth
- 03Findability
- 04Confidence
- 05Conversion
Where we help
Senior support focused on the decisions that matter.
We shape the work around your commercial ambition, current capability and organisational reality.
Product experience diagnosis
Assess the end to end experience across data, content, taxonomy, search, channels and ownership.
Product data strategy
Define standards, sources, enrichment priorities, governance and measures around customer and commercial value.
PIM and workflow design
Shape requirements, ownership and processes before selecting or improving enabling technology.
Findability improvement
Improve taxonomy, attributes, search behaviour, navigation and product relationships around real customer language.
What you leave with
Clarity that can move into action.
Every engagement is designed to improve the quality and pace of decision making, not simply produce more documentation.
Product experience blueprint
A clear view of how customers should discover, understand and select products.
Data and content model
Priority attributes, standards, sources and enrichment requirements by category.
Governance model
Defined ownership, workflows, quality measures and supplier responsibilities.
Improvement roadmap
Sequenced changes across people, process, data and technology.
Commercial outcomes
- Higher product findability
- Greater confidence and conversion
- Lower service and content rework
- A scalable foundation for digital growth
Evidence of progress
Make improvement visible.
We agree the measures before the work begins, so leadership can see whether capability is translating into customer and commercial value.
Illustrative measurement framework. The actual baseline and targets are agreed for each engagement.
How we engage
Start at the point that creates momentum.
Focused support or sustained leadership, shaped around the decision and the capability you need to build.
Why The Journey
Experience that understands the distance between the plan and the branch.
We bring senior operator experience earned inside the UK's largest builders' merchant and other complex B2B organisations. We understand the commercial targets, technology dependencies, operational constraints and human decisions required to make change work at scale.
Previous capabilityCustomer intelligence
Next capabilityDigital commerce
Start the conversation
What decision are you trying to make?
Bring us the ambition, the problem or the difficult choice. We will help you work out what should happen next.
Book an introductory call