See your whole client journey, and a clear plan to fix it.
Journey Baseline
The Journey Baseline is an in-depth review of how your clients and your team experience your business, from onboarding to offboarding. We map both journeys, find what gets in the way and why, and give you a prioritized plan with priced options. Then you decide what happens next.
For when you want the whole picture before you change anything.
It's a good fit if:
You know something isn't working smoothly, and you want to understand why before deciding what to change.
Problems show up in more than one place, such as onboarding, handoffs and client communication.
You're planning to grow, hire or change tools, and want the journey working first.
You want a clear, prioritized plan you can act on, with us or in-house.
Something else may suit you better if:
You'd like a quick, low-risk outside view first. Start with the Journey Snapshot; the full $950 is credited to a Baseline booked within 60 days.
You already know exactly what needs fixing. Go straight to Design & Delivery.
What we review.
Every stage of the relationship, from both sides.
✓ Beginning the relationship: onboarding;
Agreements, welcome, kickoff, access and first impressions.
✓ Business as usual: service delivery; Communication, handoffs, quality, consistency and the systems that support them.
✓ Closing well: offboarding;
Wrap-up, handover, renewal or cancellation, feedback and what comes next.
✓ Across the whole experience: communication, processes, systems and technology, seen from both the client side and the employee side.
✓ Your starting point: we record how the journey performs today, so the results of any changes can be measured later.
How it works.
Map the journey. Find the friction. Plan the improvements.
Agree the focus. On a free intro call and at kickoff, we agree what success looks like, who we'll interview and the access we'll need.
Research and map. We review your processes, communication, systems and data, and interview four people on your team: two close to the client journey and two close to the team journey. Then we map onboarding, delivery and offboarding as your clients and your team actually experience them.
Find the friction. We identify gaps and inconsistencies, and separate root causes from visible symptoms. We also record what already works, so the plan builds on it rather than defaulting to new tools or unnecessary change.
Prioritize and plan. We rank improvements by impact, urgency, effort and dependencies, then organize them into a project plan with priced options.
Readout and decision. We walk you through the findings and the plan in a recorded 60-minute online session, and you decide which improvements move forward. You then have 14 days to send follow-up questions by email.
Timing: about six weeks from your kickoff call to your readout.
What you receive.
A clear picture, and a plan you can act on.
Current journey map. One map showing your client and team journeys side by side, so you can see where they affect each other. It uses simplified process-mapping conventions so everyone on your team can read it.
Pain-point register. Every issue we find, where it happens and what's causing it.
What's working well. The strengths to protect and build on.
Prioritized plan. Improvements ranked by impact, urgency, effort and dependencies.
Project plan. The prioritized improvements organized into a practical delivery plan.
Priced options. Fixed-price options for the next step, so you know the cost before you commit.
Performance baseline. How the journey performs today, based on the measures you already track, so you can measure the difference after changes are made.
Recorded readout. A 60-minute online session to walk through the findings and the plan.
Follow-up. 14 days of email follow-up for any questions.
After the readout.
The plan is yours. What happens next is up to you.
The readout is a decision point, with no obligation to continue. You can:
Move into Design & Delivery and have us design, build and manage the improvements through to launch.
Start with a Quick Fix for a single priority, such as an onboarding sequence or SOP.
Take the plan in-house and work through it with your own team.
Pause and come back when the timing is right.
Fixed price. Confirmed before you start.
The Journey Baseline is fixed price, confirmed after a free intro call once we understand your scope.
If you've completed a Journey Snapshot in the last 60 days, the full $950 is credited.
Questions, answered.
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A fixed-price, in-depth review of your client journey, employee journey or both, from onboarding to offboarding. It ends with a readout and a prioritized, priced plan to improve it.
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The Snapshot is a lighter, structured review of one group's journey, with a journey health scorecard and five key improvement opportunities in about two weeks. The Baseline goes deeper: a full journey map, a pain-point register with root causes, a prioritized project plan and priced options.
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It includes customer journey mapping, and goes further. We map the employee side of the journey as well, find the root causes behind each pain point, and turn the findings into a prioritized, priced plan you can act on.
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Usually four to six weeks, depending on scope.
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A kickoff call, four 40-minute interviews with people on your team, access to the relevant systems and tools, any existing documentation and a 60-minute findings session. We agree everything at kickoff.
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The Baseline is fixed price, confirmed after a free intro call. A Journey Snapshot completed in the last 60 days is credited in full.
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No. The plan is yours. You can move into Design & Delivery with us, take the plan in-house, or pause.
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Only when it would genuinely help. We start by recognizing what already works in your current tools and build on it.
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The Baseline draws on your team’s view of the client journey. If you’d like us to speak with your clients directly, we can add that as part of your scope.
Find out what to fix first.
Start with a free conversation. We'll talk through what's happening in your business and whether the Journey Baseline is the right next step.