Find the friction in one customer journey or operating process, then decide what to fix first.
A useful starting point when
Enquiries go quiet, service varies by shift, or managers are spending time on the same recurring problem. A focused review helps turn that concern into a defined piece of work.
What we agree to review
- One named journey or process, with its boundaries agreed first.
- The people involved, a recent example and the information already available.
- The difference between symptoms, likely causes and questions that still need evidence.
What the engagement can include
- An owner or manager interview and review of agreed source material.
- A walkthrough of the selected customer journey or process.
- A prioritised findings document and a discussion of practical next steps.
What happens afterwards
You can take the recommendations forward internally or discuss a separate implementation scope. This review does not commit you to a larger build.
Before we start
We agree the locations, interviews, access, deliverables, fee and timing. Specialist audits, extensive research and implementation are separately scoped. Share a plain-language description initially; do not send passwords or customer records.
Discuss your business with Richard ↗
The first conversation is free. Scope, fees and timing are agreed before paid work begins.