Customer Journey & Experience
Experience Design
the core of our work
How your customers feel at every interaction shapes whether they buy, return, and recommend. We put ourselves in their shoes; how would we want to be engaged with, cared about, remembered? By designing experiences that create an emotional connection between your business and your customers, we turn transactions into relationships.
deliverables
Our touch-points
Experience Mapping - Every step someone takes with your brand; where they engage, where they leave, and where things can improve.
Conversion Strategy - What's stopping people from buying, and what to change so they do.
Retention Strategy - What makes customers stay, what makes them leave, and what to do about both.
Email Journey Design - Every automated email mapped out; what to say, when to send it, and why.
Customer Feedback Programme - A system for collecting what customers tell you and putting it to use.
Optimisation Programme - Ongoing testing and improvement; small changes, properly measured, building over time.
When the strategy lives in one clear blueprint, every page, design choice, and data point works from the same logic and every change has a reason.
Ongoing Partnership
After our engagement, We Stay With You.
Most consultants deliver a strategy and disappear. You're left with a deck full of recommendations and no one to help you execute them. We work differently.
We start with a foundation project; building the strategy, brand, or digital systems you need. That's typically an 8-16 week engagement with a clear scope. You know what you're getting and what you're paying.
Once that's in place, we transition to an ongoing partnership. We become your outsourced growth team, providing continuous strategic direction without you needing to hire in-house.
What's included in the retainer:
Monthly strategy call — 60-90 minutes to review progress, plan priorities, and solve problems together
Performance review — We look at your key metrics and tell you what we see
Strategic recommendations — What to focus on, what's working, what to change
Campaign and initiative planning — Upcoming launches, promotions, content direction
Vendor coordination — When you need design, development, or other execution, we brief the vendors, review the work, and ensure quality
Monthly reporting — A summary of what happened and what's next
Ad-hoc access — Email or message us between calls when questions come up
What's not included:
Execution work is scoped separately. If it requires a vendor or produces a tangible deliverable; new landing pages, packaging design, email sequences, ad creative, development work, we quote it as a specific project alongside the retainer.
This keeps things clean. You always know what you're paying for the partnership, and you can approve execution projects one at a time.
How it's structured:
Minimum commitment: 6 months (that's how long it takes to see real results)
Payment: Monthly, invoiced in advance
Notice period: 30 days to pause or end
Why we work this way:
Growth isn't a one-time project. Markets change. Opportunities emerge. What worked six months ago might not work now. An ongoing partnership means we stay close to your business, learn it deeply over time, and keep the strategy evolving.
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