Phase 4 · Product / Service Development · Build What You Can Actually Deliver
Customer Journey Mapping
You cannot improve a customer experience you have never sat down and mapped. The first map is always more revealing than expected.
Customer journey mapping is the structured documentation of every touchpoint a customer has with your business · from first awareness to final advocacy · with the friction, the emotion, and the opportunity named at each stage.
The Pain We Solve
You may recognise yourself in one of these.
Three audience scenarios · because the same service produces a different transformation depending on where you are in the business journey.
Scenario 1
The startup unsure where customers drop off
You have signals that the journey is leaking · but you cannot pinpoint where. Without a map, every fix is a guess.
Scenario 2
The SME with siloed customer experiences
Marketing knows their stage. Sales knows theirs. Support knows theirs. Nobody has mapped the journey across all three · which means the customer experiences the gaps, not the design.
Scenario 3
The enterprise with too many touchpoints to manage by intuition
The business now touches the customer in dozens of ways · and the cumulative experience has never been mapped. Improvements happen tactically, not strategically.
The Impact It Creates
The Moment You Will Feel the Difference.
The full customer experience becomes visible end-to-end
Friction points identified, prioritised, and resolved
Cross-functional teams operate from one shared map
Customer-experience improvements compound rather than scattering
What You Receive
The Specific Deliverables.
Tangible outputs · documented, dated, and yours to keep.
- Customer journey map · current state
- Friction and opportunity analysis
- Future-state journey design
- Implementation roadmap with owners
- Cross-functional alignment workshops
- Ongoing journey measurement framework
The Outcome
Where You Will Be on the Other Side.
The customer journey becomes a designed experience rather than a series of accidents. Friction is removed, emotional highs are engineered, and the cumulative impression the customer carries becomes consistent with the brand promise.
Investment & ROI
Pricing Engineered Around the Value You Create.
Every engagement is sized against the value we believe we can create with you · the fee is always a fraction of the outcome. Four tiers · so the investment matches your stage of business.
Tier 1
Foundations
£5,000 – £15,000
Right for
Pre-startup, startup, and micro-business founders ready to build on evidence rather than instinct.
Typical Value Created
£100K+ in product-market fit acceleration and reduced rebuild waste
Engagement
4 – 8 weeks
Target Return
5 – 10× ROI
within 12 – 18 months
Tier 2
Acceleration
£15,000 – £50,000
Right for
Growing SMEs and established small businesses ready to scale a working model into the next revenue band.
Typical Value Created
£500K – £5M in scalable delivery capability and operational margin expansion
Engagement
8 – 16 weeks
Target Return
5 – 10× ROI
within 12 – 18 months
Tier 3
Transformation
£50,000 – £250,000
Right for
Medium enterprises and scale-stage businesses ready to commit to a multi-quarter, organisation-wide shift.
Typical Value Created
£2M – £20M in product economics, retention, and capability advantage
Engagement
3 – 9 months
Target Return
5 – 10× ROI
within 12 – 18 months
Tier 4
Enterprise
£250,000 – £2M+
Right for
Large enterprises, global operators, and complex organisations ready for a multi-year strategic partnership.
Typical Value Created
£10M+ in capability transformation, digital re-platforming, and operational moat
Engagement
12 months and onward
Target Return
5 – 10× ROI
within 12 – 18 months
Why We Price This Way
Every engagement is sized around the value we believe we can create with you. The fee is always a fraction of the outcome · typically 10 – 20% of the expected first-year return.
This is how we make sure pricing aligns with results. The conversation is never “what does this cost?” · it is always “what is this worth to your business?” We answer that together in the first call, transparently, and decide the right tier from there.
If we cannot articulate a credible 5–10× return for your specific situation, we will tell you in the first call. That honesty is part of why our clients trust us with the work that matters most.
Why This Conversation Matters
“Every business has a customer journey · whether they designed it or not. The companies that customers love are the ones that decided to take responsibility for the journey rather than leave it to chance.”
A 90-minute structured strategy session · produces a usable roadmap whether you engage further or not.
More in Phase 4