Services to map, fix and improve your client journey.

Four services. One connected path.

Each service works on its own, and each one leads naturally into the next. You can start at any point. Together, they cover what's known as service design: understanding how a service is experienced by clients and the team delivering it, then improving it end to end.

JOURNEY SNAPSHOT

The low-risk place to start.

A focused, structured review of one group's journey (your clients or your team) from onboarding to offboarding.

You get: a snapshot report with a journey health scorecard, five key improvement opportunities and a 45-minute readout

Timing: about two weeks

Price: $950 plus applicable taxes, credited in full to a Journey Baseline booked within 60 days of your readout

EXPLORE JOURNEY SNAPSHOT

JOURNEY BASELINE

See the whole journey, and a plan to fix it.

An in-depth review of how clients and employees experience your business from onboarding to offboarding, ending in a readout and a decision on what to improve first.

You get: journey map, pain-point register, what's working well, prioritized plan, project plan and priced options for next steps

Timing: usually four to six weeks, depending on scope

Price: fixed price, confirmed after a free intro call

EXPLORE JOURNEY BASELINE

Design & Delivery

Where the work gets done.

We design the improved journey, build it in your tools and manage the project through to launch, with clear scope, milestones and accountability. Then we hand it over with training, documentation and a before-and-after review.

You get: improvements that are designed, built, live and working in your tools

Timing: usually two to six weeks, depending on scope

Price: fixed price per project

EXPLORE DESIGN & DELIVERY

PARTNERSHIP

Keep the journey working as you grow.

A monthly retainer for ongoing measurement, upkeep and improvement, so new friction is spotted early as clients, teams and tools change.

You get: weekly and monthly reporting, plus continuous improvement

Timing: ongoing, with a six-month minimum term

Price: monthly retainer, with two levels depending on how much support you need

EXPLORE PARTNERSHIP

Not sure where to start? Start with what you know.

➔ "Something isn't working, but we're not sure where."

➔ "We want the full picture and a plan before we change anything."

➔ "We know what needs fixing and want it done properly."

Need a quick fix?

Need just one thing? A Quick Fix delivers a single finished asset, such as an onboarding sequence or SOP, built in your tools.

➔ "We've made improvements and want to keep them working."

What we build.

✓ Client onboarding flows, welcome packs and checklists

✓ Client communication templates and touchpoints

✓ Process redesign and standard operating procedures (SOPs)

✓ System setup, automation and integrations

✓ Offboarding, handover and feedback steps

✓ Guides, content and designed materials for each touchpoint

✓ Project management from planning through handover

A person working on a laptop at a desk, with a notebook and pen in front of them, in front of a window with natural light.

How we work, whichever service you choose.

✓‍ ‍Fixed prices. You know the cost before work starts. No hourly billing.

✓ Clients and employees. We look at every journey from both sides: the people receiving the service and the people delivering it.

✓ Your tools, not new ones. We build on what already works and recommend new software only when it would genuinely help.

✓ Project-led. Every engagement is planned and managed by a PMP®-certified project lead, with clear scope, milestones and accountability.

✓ One point of contact. Fiona leads every engagement personally, bringing in trusted specialist partners when a project needs them.

Office workspace with monitors, a white brick wall on the left, large glass windows at the back, and a blurred green plant in the foreground.

Questions, answered.

  • No. The Snapshot is the lowest-risk starting point, but if you already know what needs fixing, you can go straight to Design & Delivery or a Quick Fix.

  • Every service is fixed price, so you know the cost before work starts. The Journey Snapshot is $950 plus applicable taxes. Other services are priced once the scope is clear, after a free intro call.

  • Yes. Most clients move from a Snapshot or Baseline into Design & Delivery, then Partnership. The Snapshot fee is credited in full to a Baseline booked within 60 days.

  • Fiona Haynes, PMP®, leads every engagement. When a project needs specialist skills, she brings in trusted partners and manages their work as part of the same plan.

  • Yes. We build improvements in the tools you already use and recommend new software only when it would genuinely help.

Not sure which service fits? Let's work it out together.

Start with a free conversation. We'll talk through what's happening in your business and recommend the right first step.

START WITH A CONVERSATION