Work · Faraday Battery · internal connectivity and web
We plugged the engineers into the customer, and the design followed.
Faraday's engineering team held everything customers were actually asking about, and nobody outside the lab could see it. We built the system that fed those questions into customer reporting, then used it as the brief for the redesign.
Chapter 01 · The section that could not hear the others
Deep technical expertise, entirely invisible to the people buying.
Specification queries, integration questions and field feedback all arrived through engineers and stayed there, in inboxes, calls and support tickets nobody aggregated. Marketing wrote about the product it imagined while engineering answered the product customers were actually wrestling with. A redesign without closing that gap would just have been a new skin.
Chapter 02 · What we connected
Build the pipe from the lab to the customer report, then design from it.
We gave the engineering team a lightweight way to log every customer question at the point it landed, and pushed those into a monthly customer report alongside site behaviour and enquiry data. The top recurring questions became the site's information architecture: specification, integration and lifecycle answered up front, in the language engineers had already worked out.
Questions logged at source
Thirty seconds per query, captured where engineers already work.
One customer report
Technical queries, site behaviour and enquiries side by side, monthly.
Design as the answer
Site structure written straight from the ranked question list.
Chapter 03 · Who did what
The AI side
Ranks the questions each night
Every logged query clustered and ranked, so the top twelve are current rather than a memory of last quarter.
The human side
Our studio writes and builds
Brand, information architecture and the site itself made with the engineers in the room.
Chapter 04 · The output we were held to
A site that answers the real questions, and a team that can see it working.
Enquiries arrive better qualified because the specification work happens before contact. Engineers see which of their answers the market needed most, and the monthly report keeps the site honest as the product line moves.