Our Customer Experience (CX) Design service ensures that every touchpoint from a customer’s very first interaction with your brand is planned, consistent, and truly differentiated.
Customer experience design is the deliberate planning of every moment a customer has with a brand—before, during, and after purchase—to exceed expectations and foster loyalty. Our aim is not only to raise satisfaction scores but also to build lasting advocacy and repeat business.
Why Customer Experience Design Consulting?
Over the past 20 years we have heard—and solved—many recurring challenges in the field. Here are a few:
Frequent Concerns and Our Approach
| No. | Concern | Our Solution | Next Step |
|---|---|---|---|
| 1 | “Our service is good, but we struggle to create repeat customers.” | Map the journey and redesign critical moments. | Let’s move from one-time buyers to loyal fans together. |
| 2 | “Field teams say one thing, digital channels say another.” | Align every touchpoint for a unified experience. | Ready to speak with one clear voice? |
| 3 | “Customers complain, yet we can’t pinpoint why.” | Link complaints to root causes through data analysis. | Let’s go beyond what we hear and understand how customers feel. |
| 4 | “Few team members show real empathy; we feel robotic.” | Build experience-focused skills in frontline teams. | Is your team ready to shift from merely ‘helping’ to truly ‘serving’? |
| 5 | “Everything is technically correct, but something is missing.” | Analyze emotional components and align them with your brand. | Loyalty is hard without designing ‘how we make people feel’. Let’s build that experience. |
Our Consulting Phases
We guide organizations through structured consulting phases – from analyzing the current state to embedding customer experience into the organization.
1. Current-State Analysis
We evaluate the existing customer experience structure:
- 1.1 Customer Journey Mapping: Document every touchpoint and analyze emotions and behaviors.
- 1.2 Data-Driven Interviews and Surveys: Combine customer interviews, NPS, and complaint data.
- 1.3 Consistency Assessment: Evaluate channel consistency and brand voice.
2. Strategy Alignment and Design
We align customer experience with organizational strategy:
- 2.1 Experience Vision Workshop: Establish a shared CX vision across the organization.
- 2.2 Critical Moments Design: Redesign “wow” moments that delight customers.
- 2.3 CX KPIs and Tracking: Define measurable metrics for satisfaction, loyalty, and engagement.
3. Organizational Integration
We embed CX practices into organizational processes:
- 3.1 Competency Mapping: Identify critical CX roles and required skills.
- 3.2 Service Standards Development: Define guiding principles for all teams.
- 3.3 Feedback and Improvement System: Build real-time feedback loops for continuous enhancement.
Project Deliverables
Current-State CX Analysis Report
Customer Journey Map
Experience Vision and Service Standards Document
CX Measurement KPI Set
Feedback and Action-Tracking Framework
Our Methods
How We Work
Customer Shadowing and Observation
We observe real customer behaviors and interactions in their natural environment to capture authentic insights and unmet needs.
Journey Mapping and Persona Development
We create detailed personas and journey maps to understand customer motivations, emotions, and touchpoints throughout their experience.
Service Design / Design Thinking Workshops
We facilitate workshops where teams co-design innovative solutions using structured design thinking methods for maximum impact.
Data Analytics of Complaints, Satisfaction, and Call Records
We analyze complaints, satisfaction surveys, and call center data to uncover trends, pain points, and opportunities for improvement.
Experience Prototyping and Pilot Testing
We build prototypes and run pilot programs to test new ideas with customers, ensuring solutions are validated before large-scale rollout.
