Fixed-scope service - Fixed-scope Customer Experience improvements

Overview

If customers complain, churn, or stop converting, the problem is usually friction — not a lack of features.

This fixed-scope CX sprint helps you:

• capture the most useful customer signals (VoC)
• map where customers struggle (journey)
• prioritise fixes that improve outcomes (conversion, retention, support load)

What you get (deliverables)

• Voice of Customer snapshot
  Themes from feedback sources (reviews, emails, tickets, calls, forms, surveys)

• Journey map (current state)
  Key steps, expectations, pain points, and moments that affect conversion/retention

• Friction + root-cause analysis
  Where customers drop off and why (language, process, handoffs, UX, policy)

• Prioritised action plan
  Ranked improvements with effort/impact notes and suggested owners

• Measurement plan
  What to track (e.g., conversion rate, drop-off step, CSAT, FCR, ticket volume)

Fixed scope (so delivery stays predictable)

Included

• 1 discovery workshop (60–90 min)
• review of up to 5 feedback sources (whatever you have)
• up to 6 stakeholder interviews (30 min each)
• 1 journey map (primary journey)
• 1 playback session + 1 revision round

Not included

• UI redesign or full UX rebuild
• implementing analytics tools
• long-term CX program management
• ongoing survey operations

Timeline

Most engagements run in 5–10 business days, depending on access to feedback and stakeholders.

What we need from you

• access to existing customer feedback (even if messy)
• basic funnel info (where customers start and where they drop)
• stakeholder availability (support/sales/product)

CX sprint focus areas

Next step

If you want to reduce customer friction, start with a short call. We’ll confirm the journey to focus on and the feedback sources available.

Book a call