CX Design
Duration
2 Weeks
Format
In-person & Remote
Outcome
CX Improvement Roadmap
Overview
What it is
A focused two-week engagement that maps your entire client journey, identifies the highest-impact friction points, and produces tested design solutions ready to implement.
Who it’s for
Customer-facing teams, CX leads, and service organisations experiencing high client churn, declining NPS scores, or difficulty translating customer feedback into improvements.
Process
01
Discovery & Stakeholder Alignment
Structured interviews, data review and a shared definition of success metrics and scope.
02
Customer Journey Mapping
Full end-to-end journey documented across every channel and touchpoint your clients experience.
03
Pain Point Prioritisation
Friction ranked by client impact and ease of resolution — so effort goes where it matters most.
04
Rapid Prototyping
Design improvements for the top 3 to 5 moments — tangible enough to test with real clients within the sprint.
05
Testing & Handoff
Validate with real clients, iterate on findings, deliver a prioritised implementation roadmap.
Deliverables
End-to-end customer journey map
Service blueprint across all channels
Prioritised CX improvement roadmap
Quick wins report (implement in 30 days)
Prototype concepts for top 5 moments
Client testing report with validated insights
Results
34.98%
Average increase in client satisfaction
Across all client satisfaction sprint engagements, organisations see measurable improvement in NPS and satisfaction scores within 90 days of implementing the roadmap.
Book
Start your Client Satisfaction Sprint.
Tell us about your client journey challenge. We will send your sprint brief and connect within 24 hours.
Book this sprint →