CX / Service and Customer Journey Design
Improve the customer experience from first contact to support
What you promise customers, how easily they order, start using your product and get help with a problem — all of it shapes their experience with your company and affects whether they'll want to come back.
I help companies understand customer needs and map their journey across the website, product, communication and support. I find out where obstacles arise and propose what to improve first.
From customer research through designing changes to the interface and processes to validating them with customers.
When I can help
Everyone knows the customer journey a little differently
Individual teams understand their own part, but there's no shared overview. We'll map what the customer needs at each step and where your services don't connect.
You collect feedback but aren't sure what to change
You have ratings, reviews and input from support. I'll help connect it with available data and turn it into concrete priorities.
You want to align how the team works
You need a shared approach to customer experience. I'll help through workshops, consultations and mentoring on real problems.
What we can work on
I focus on the part of the customer journey you need to improve. From understanding the current state through designing changes to validating them.
Understanding customers and their needs — Interviews, available data and feedback as the basis for understanding what customers need and where they run into trouble.
Customer journey mapping — An overview of steps, expectations and obstacles across the website, product, communication and support.
An audit of the current experience — Assessing how well individual touchpoints and processes connect. Separating documented problems from assumptions we still need to validate.
CX strategy and priorities — A shared direction for the customer experience and a plan for changes based on expected impact and effort.
Designing and validating changes — Changes to communication, processes or the digital interface. Depending on scope, also a prototype and testing with customers.
Measuring the customer experience — Choosing suitable metrics and connecting customer ratings with product usage data and support requests.
Workshops with the team — Jointly mapping problems, finding opportunities, and agreeing on concrete steps and ownership.
Mentoring and consultations — Supporting an internal team working with research, customer journeys and turning findings into practice.
Frequently asked questions
A UX audit focuses on using a specific website or app. CX also follows what happens before and after that use — such as the offer, follow-up communication or customer support.
Need to connect the customer journey and decide what to improve?
Whether you're dealing with repeat questions, customer drop-off, or a service change, we'll go through the current state together and find where it's worth starting.
Talk about the customer experience30 minutes · Online · No commitment, free
