Defined project
A fixed scope, fixed fee, and clear handoff. Typically an assessment, a journey map, or an improvement design.
- Fixed-fee proposal after a scoping call
- Clear deliverables and exclusions
- Typical run: 2–6 weeks
Services & engagements
Find the friction. Design the fix.
Experience assessments, journey mapping, and improvement design for application, onboarding, and service journeys, delivered as a defined project, fractional support, or a contract assignment.
Flagship offer
Application & Onboarding Experience Assessment
A focused review of one application or onboarding journey, with a clear map of what happens today and a prioritized plan to improve it.
Built for teams that need to understand the experience before they commit to a redesign or a technology project.
Request an assessmentIt may be a fit if…
- Customers need repeated help to complete an application
- Supporting documents arrive incomplete or require repeat requests
- Applicants don't know where they stand or what comes next
- Approval doesn't lead smoothly into onboarding
- You're planning a redesign but need to define the problem first
What you receive
| Current-state journey map | Stages, touchpoints, customer questions, and the internal handoffs behind them |
|---|---|
| Findings report | Each finding tied to its evidence, with the customer or operational consequence |
| Improvement roadmap | Recommended changes, dependencies, priority, and suggested sequencing |
| Future-state flow | One selected interaction or sequence, redesigned |
| Findings walkthrough | A working session to review recommendations and next steps |
Scope. One agreed journey, one discovery session, review of agreed materials, and a findings walkthrough. Findings separate direct observations, client-reported information, and assumptions that still need validation.
Customer journey mapping
A shared picture of how customers move through your service and what your teams do at each step.
- Define one customer type and one end-to-end journey
- Map stages, touchpoints, customer questions, and emotions
- Layer in internal teams, systems, and handoffs (service blueprint)
- Separate known evidence from assumptions
- Identify gaps and opportunities to prioritize
Optional add-on. Customer interviews or surveys can be scoped separately when you need to validate how customers feel, not just what they do.
Experience improvement design
Turn findings into clearer flows, better handoffs, and changes your team can implement.
- Redesigned flows, forms, and communication sequences
- Future-state service blueprints and ownership models
- Implementation priorities, backlog items, and success measures
- Bounded implementation support where it helps
Where automation fits. Automation can support an improvement when it serves the experience. It is never the starting point or a requirement.
Engagement models
Three ways to bring me in
Fractional support
Part-time, senior support for a customer-experience, onboarding, or product-strategy priority.
- Set a monthly hour commitment
- Roadmaps, governance, and execution cadence
- Remote-first
Contract assignment
Embedded with your team for a defined term to drive an initiative or support a period of change.
- Defined term and outcomes
- Works inside your tools and rituals
- Remote-first
Questions
Before you reach out
Not sure which option fits? Send a short note and I'll recommend one.
How is pricing set?
Every engagement is scoped before work starts. Projects get a fixed-fee proposal. Fractional and contract work is priced by monthly commitment or term.
What do you need from us?
A point of contact, access to the agreed forms, screens, communications, and process documents, and one discovery conversation with the people who run the journey.
What isn't included?
Customer research, usability testing, software development, credit-risk analysis, and legal or regulatory advice are excluded unless explicitly scoped. I focus on the experience and the process, not lending decisions or compliance sign-off.
Do you only work with financial services?
No. My depth is in financial services, but the method works for any business with a multistep application, intake, or onboarding process and several internal handoffs.
Can you work as part of a larger team or agency?
Yes. I can join as a fractional or contract specialist alongside your internal team or a partner firm.
Have a journey, role, or project in mind?
Share the details. I'll reply within two business days.