ServicesDesign & InnovationHealth CheckFixed scope · weeks
An independent, practical view of your customer experience.
Get a clear read on how your customer and employee experiences are really performing so you can prioritise what matters, lift satisfaction, and design with confidence.
The offer
A clear view of experience health and design maturity.
Turn fragmented journeys into experiences customers actually love.
A rapid, structured assessment of your customer or employee experience. Journeys, usability, design consistency and research maturity, all benchmarked against best practice, with a prioritised roadmap to lift satisfaction, adoption and conversion.
In just weeks, you gain clarity on:
- Where journeys break down, frustrate or quietly lose customers
- Why adoption, conversion or satisfaction are stalling
- Gaps in design consistency, accessibility and usability
- Opportunities to differentiate through human-centred design
- The practical steps to move from guesswork to evidence-led design
Best for: product owners, CX leaders and sponsors seeking an objective view of experience health and a practical roadmap for improvement.
Why it matters
Objective, benchmarked, and built to act on.
Independent
An unbiased, outside-in view of how your experiences really perform, free of internal assumptions, so decisions rest on evidence, not opinion.
Benchmarked
Journeys, usability and design maturity assessed against recognised CX and accessibility standards, giving a reliable baseline for where to improve.
Actionable
Prioritised recommendations tied to clear actions, focusing effort on the moments that move satisfaction, adoption and conversion.
Low disruption
A targeted approach using existing research and short sessions with your people: clarity quickly, without slowing the roadmap.
Your outcomes
Clear insight. Stronger experiences. A roadmap to design with confidence.
Through targeted interviews, journey and artefact reviews and heuristic evaluation, we benchmark your current experience and design maturity against best practice. We assess not just the interface, but the research, process and ways of working that produce it.
A clear, practical set of findings and recommendations.
Rather than a theoretical strategy, we deliver actionable direction: removing friction, lifting satisfaction and adoption, and giving your teams the confidence to design from evidence.
Our method
A structured, evidence-led assessment.
Our Experience Health Check combines stakeholder interviews, journey and artefact reviews and heuristic evaluation to build a clear picture of how your experiences perform today. We benchmark current practice against recognised CX, usability and accessibility standards.
Our method considers the whole system that produces experience: research, design process, governance and the ways of working that keep it human-centred and evidence-led.
- Step 01
Stakeholder interviews
We hear from product, CX and delivery leaders on ambition, pain points and where experience must perform.
- Step 02
Journey & artefact reviews
We map current journeys and examine designs, research and patterns against the evidence.
- Step 03
Heuristic & benchmark
We evaluate usability and accessibility, and benchmark maturity against best practice.
- Step 04
Findings & roadmap
We prioritise practical recommendations and sequence the moves that matter most, first.
What we assess
Eight areas of focus.
Customer journeys
The end-to-end journeys customers take across channels and touchpoints. Ensures the whole experience is coherent, not just individual screens.
Usability & UX
How easily people can complete the tasks that matter. Ensures interfaces are intuitive, efficient and low-friction.
Accessibility
Conformance with recognised accessibility standards. Ensures experiences are inclusive and usable by everyone.
Design consistency
The coherence of patterns, components and visual language. Ensures a recognisable, efficient and trustworthy experience.
Service design
The end-to-end service behind the experience: people, process and systems. Ensures front-stage and back-stage work together.
Customer research
The depth and rigour of research informing design. Ensures decisions are evidence-led rather than opinion-based.
Employee experience
The experience of the people who deliver the service. Ensures internal tools and processes support good outcomes.
Design operations
The process, governance and ways of working that produce design. Ensures quality and pace are repeatable, not heroic.