From Guesswork to Customer Interaction Clarity
A user-centered approach to a site redesign drove a 64% increase in lead-intent user activity.
The Challenge
Master Bond, which supplies adhesives to aerospace and medical device manufacturers, brought Forge Harmonic in for the research phase of a new website redesign. They needed a clearer, research-based understanding of how customers were actually interacting with the site, what expectations they brought to the interaction, and where the experience was falling short.
The Collaboration
Forge Harmonic brought professionalism and expertise to a structured research process. From study planning to participant sessions to synthesis, Forge Harmonic took the time to understand the complexity of Master Bond's business and its technical, specification-heavy content.
That foundation allowed the research to go beyond surface-level usability problems, raising broader questions around customer expectations, product research behavior, communication, and conversion paths.
The Results
That clarity translated directly into practice, giving Master Bond clear recommendations that were specific, actionable, and grounded in real customer behavior. Forge Harmonic’s research gave Master Bond a concrete foundation for the next phases of the redesign.
"The outcome of the work was a much clearer understanding of where the website was performing well, where users were encountering friction, and what areas should be prioritized in the next phases of the project."
— Dmitriy Zhitomirskiy, Marketing Manager for Master Bond.
