01
Customers get different answers
Your website promises one thing, the customer record says another, and staff have to explain the difference.
Experience Foundations
Help your teams deliver one consistent customer experience.
Customers repeat themselves, get conflicting answers, or wait while teams pass the problem around. I’ll help you agree on what has to change, who owns the work, and which business value it should move. Before you spend a dollar on a new website, platform, location, or AI service.
When to hire us
The same problems keep crossing team boundaries.
This work helps when improving one team's part hasn't improved the customer's experience.
02
No one can fix the whole problem
Sales, product, service, and operations each own a piece. Decisions stall when the fix needs more than one team.
03
The next investment lacks a clear starting point
Research and journey maps exist, but teams still disagree about what customers need, what to fund, and what success looks like.
What you receive
A shared plan your teams can use.
Four connected deliverables turn customer research and team knowledge into practical decisions.
01
Experience foundation
A shared view of the customer problem, the steps that matter, and the experience you're working toward. It records service rules, dependencies, constraints, evidence, and assumptions.
02
Decision guide
Practical principles and examples for choices about service, design, policy, and technology, including tradeoffs and what falls outside the scope.
03
Journey ownership map
A map of who owns each step, who can make decisions, and where teams, systems, and handoffs need to change.
04
Action and measurement plan
What to change first, who will do it, and how you'll track customer and team results. It includes evidence gaps, review points, and reasons to change course.
How it works
Start with one real customer problem.
We follow it through the organization, agree on changes, and test the plan against a decision your team needs to make.
01
Understand
Find where the experience breaks.
Agree on the problem, business impact, scope, and sponsor. Review customer evidence and follow the work through teams, systems, policies, and handoffs.
02
Decide
Agree on what needs to change.
Set priorities, service rules, decision owners, and measures. Make constraints, disagreements, and unanswered questions clear.
03
Test and maintain
Use the plan on a live decision.
Try it on a workflow change, service rule, design choice, or investment. Assign owners and review points so the plan changes as your team learns.
What I review
Look at the customer experience and the work behind it.
We bring together three kinds of evidence. The mix depends on the problem and what's available.
Customer needs
Research, feedback, complaints, and behavior show what people are trying to do and where they struggle. We consider differences in accessibility, language, context, trust, and support needs.
Team workflows
Frontline knowledge, queues, approvals, policies, and workarounds show how service really happens. We examine ownership, authority, incentives, and handoffs between teams.
Systems and results
Customer records, content, permissions, integrations, and automation show what information each step depends on. Measures such as completion, effort, retention, rework, and service quality help your team judge progress.
What the evidence can tell us
We'll make assumptions, gaps, and disagreements visible. A shared plan should help you make decisions without pretending every customer or situation is the same.
What if we already have research or journey maps?
They provide a starting point. We connect findings to decisions, owners, dependencies, and measures, and identify what still needs checking. A map is useful when it helps your team decide what to change.
How does the plan stay useful after the work ends?
The action plan names owners, review points, and triggers for revisiting decisions. Service principles include practical tradeoffs so teams can apply them when customer needs, policy, cost, or capacity conflict.
Fit and next step
Ready to work across team boundaries?
This fits when several teams shape the same customer experience and a sponsor can help them make decisions. It's not a fit for an isolated interface update or an exercise that leaves ownership, policy, and workflows unchanged. Tell me what's happening in the FitCheck™. I'll review it and tell you whether Cadence Lab can help.
Start a FitCheck™Related work
Need a different starting point?
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You need to turn a shared plan into a website, portal, or connected digital service.
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