The Experience Diagnostic
One journey, examined end to end — and a document your team argues from for the next year.
Stakeholder and customer input, a service blueprint of the current state, a prioritized friction map scored by business impact, and findings organized principle by principle — closed out with an executive-ready readout.
This step is for you if
- One journey is visibly underperforming and nobody agrees why
- You need evidence that survives an executive room, not opinions
- Teams keep fixing symptoms while the cause stays unnamed
What happens
Listen
Stakeholder interviews and customer input — what the org believes is happening versus what customers live.
Map
A service blueprint of the current state: every step, every handoff, everything backstage that customers feel but never see.
Score
A prioritized friction map, scored by business impact — so the argument about what to fix first ends.
Read out
Findings organized principle by principle, delivered in an executive-ready session.
What you leave with
- Service blueprint of the current state
- Prioritized friction map, scored by business impact
- Findings organized by first principle
- Executive-ready readout session
The named deliverableThe Experience Ledger — the document your team argues from for the next year.
How the fee works
Fixed fee, quoted for your market within 24 hours. No hourly billing, no scope creep, no negotiation theatre.
- Fixed fee — quoted for your market within 24 hours of your free Snapshot.
- 50% on signing, 50% on readout.
- 100% of the Diagnostic fee credits toward a Sprint if we continue.
Every engagement starts with the free Snapshot, so we both know the problem is worth this step.