Get unstuck
with our problem solving packages
Step 1
Book your ‘Problem Elimination’ Call
This is where we start. We listen to you, identify your pain points: those annoying bottlenecks and ‘question marks’ that frustrate your customers and make it hard to use your products and services. We’ll plan a way forward and help you execute the plan quickly.
In this call, we’ll help you get unstuck by:
Identifying issues and solutions using hard data
Mapping an ambitious but realistic future you intend to achieve
Setting goals to get there
Implementing action plans.
The process:
Book your 20-minute free qualifying call below. Tell us the problem and we’ll give you a hypothesis or two for solving your CX problem.
Next we schedule the 1-hour Problem Elimination Call, if you want expertise to Get Sh1t Done. Cost: $250 (AUD)
Includes Interview, a Diagnostic that identifies how to unblock your business, and an Action Plan to move forward.
Then we proceed to Step 2
Not sure if the Problem Elimination is right for you?
Schedule a quick call with Kat here to figure it out.
Results, results, results…
“Kat is one of the most engaging, passionate and practical customer experience professionals I have worked with. She really helped us focus on the why of our startup. Kat provided experience from several industries that really helped us refine our customer proposition.”
— Cindy, Founder CoLab4
“We conducted a physical CX review using Kaizen and Service Design principles. By identifying errors and analysing human motion and bottlenecks. The data collected was used to influence the redesign of the cafe.”
— Vegan Cafe in Glebe, Sydney
“Kathryn advised me on my website design and brand delivery. I had been putting this task off for months and with Kathryn's input and motivation, I got the task completed in 2 days.”
— Andrew Hayes, Founder, iMoney
Step 2
Implementation.
Think like a Customer. Action like a Boss.
Following Step 1 we’ll implement one of the below approaches to get you results:
Personal Advisory
For stuck sole traders and solopreneurs that need to rethink and tackle annoying problems to keep the profit margins while increasing your personal time.
What Categories?
Using the Problem Frame, we’ll diagnose which life categories are most important to you, like health, family, finances, study, career. This will be your Personal Goals Dartboard.
What Actions?
Now that we’re on the same page with what you want to achieve, we’ll work through How To Get There with a structured Action Plan that outlines the what, how, when and definition of done. This is your Roadmap to Success.
What Results?
We’ll agree on how frequently we’ll do an Accountability Check-In to keep you on track.
What’s Next?
Once we see progress on your current goals, we can measure your success as Achieved, Adapt, Adopt or Abandoned and define your next set of Personal Goals with a Toolkit to achieve them.
Small Business
For small-to-medium enterprises struggling with competing priorities, workflow issues, or lack of a cohesive plan to ‘GSD’.
What Customers?
We’ll use a Customer Empathy Map to understand what your customers and employees are thinking, seeing, doing and saying to land on what you want for your business.
What Journeys?
Using the Problem Frame, and Customer Empathy Map we’ll diagnose which categories are most important to your customers (and your business). We’ll define What Good Looks Like and how many steps to success you’ll take. This will be your Business Goals Dartboard, where we measure costs and benefits achieved as we progress.
What Actions?
Now that we are on the same page with what you want to achieve, we’ll work through How To Get There with a structured Action Plan that outlines the what, how, when and definition of done. This is your Roadmap to Success.
What Results?
We’ll agree on how frequently we’ll do an Accountability Check-In to keep you on track.
What’s Next?
Once we see progress on your current goals, we can measure your success as Achieve, Adapt, Adopt or Abandon and define your next set of Business Goals with a Success Toolkit to achieve your vision.
Corporate
For large enterprises like banks and insurance companies that want to fix the customer journey with a methodical, proven, fast-track framework to diagnose problems, create feasible solutions, and see tangible results.
What Customers?
We’ll use a Customer Segmentation Map and a Customer Empathy Map to understand what your customers and employees are thinking, seeing, doing and saying, to land on what you want for your business.
What Journeys?
We’ll diagnose which Jobs are most important to your customers (and your employees and partners). We’ll define What Good Looks Like. This will be your Business Goals SIPOC (System Inputs Process Outputs Customers) to keep track of what needs doing and where, for what outcome.
What Context?
We’ll unpack each problem and base cause, to understand the size and impact for your customers, and your business context. We’ll brainstorm and DVF (Desirable, Viable, Feasible) possible solutions, and prioritise with a PICK Matrix to assess effort vs. customer value. We’ll make clever sequencing plans to show your team how to implement your new solutions.
What Results?
We’ll agree on how frequently we’ll do an Accountability Check-In to keep you on track.
What Actions?
We’ll work through How To Get There with a structured Action Plan. This is your Roadmap to Success. We’ll agree how frequently we’ll do an Accountability Check-In to keep you on track.
What’s Next?
Once we see progress on your current goals, we can measure your success as Achieve, Adapt, Adopt or Abandon and define your next set of Business Goals with a Toolkit to achieve your vision.