How we work

What the work looks like.

The questions the work answers, and how each phase gets there.

What you'll learn

Findings you can act on, not file.

A full program answers all five of these. A single phase answers one or two, and answers them completely.

Where the experience is breaking, at which touchpoint, and who owns it
Which fixes are worth doing first, and which are structural
What the experience should become, and whether your current systems and organization can get there
Who is accountable for each initiative, by when, and at roughly what cost
Which measures tell you whether it is working

The four phases

Current state, as it really is

We go to the people who own each touchpoint, the ones who can change it, and read the research you already have.

Gaps named at the touchpoint

Every gap is specific enough that one named person could act on it, with strengths recorded alongside.

A future state you could actually build

The same map with different layers switched on, built on what your systems and org chart will allow.

From recommendation to schedule

A roadmap with an owner, a quarter and a cost range for every initiative, and the measures to track it.

Engagements

Every engagement is tailored to your problem and budget.

Smallest

Often how the first two phases happen. A cross-functional group maps one customer's experience as it stands today, and the gaps surface on their own.

In person or virtually

Focused

When the question is narrower, a single phase answers one or two of the five questions, and answers them completely.

Largest

All four phases. At its largest, that has meant multiple years of embedded work and a framework built to carry across a global market network.

What we do: journey mapping, voice-of-customer research, segmentation, loyalty strategy, brand positioning, workshop facilitation, and measurement.

Let's talk