Overcome fragmented digital experiences that create friction for customers—leading to abandoned transactions, negative brand sentiment, and churn. Resonant's Journey Management Consulting helps organizations optimize the services that matter most to customers, therefore driving better business outcomes.

I guide organizations in shifting from product-centric to journey-centric design operations, enhancing value delivery, fostering innovation, improving efficiency, and enabling more strategic and impactful service improvements.

Adopt a journey-centric operating framework to break down silos, foster collaboration, and manage revenue-generating journeys like products—ensuring they are optimized for both user satisfaction and business success.

What to Expect

Each engagement is customized to your team's needs and current and future-state operational goals. Typical project phases include:

1. Discovery and Onboarding: We begin by conducting 1–2 onboarding sessions with your leadership and key stakeholders to understand your business goals, current challenges, and opportunities for improvement. I review existing documentation related to user-centered design, customer journeys, and your digital ecosystem to form a comprehensive view of your needs.

2. Prioritization Workshops: Through collaborative workshops, we’ll work with your team to rank and align on the most important customer groups, business functions, and journeys. This ensures our focus areas and recommendations address the priorities that matter the most.

3. Stakeholder Interviews: We conduct deep-dive interviews with stakeholders across your organization to gain insights into day-to-day operations and identify challenges related to journey-centric design. These interviews provide a foundation for understanding the barriers to collaboration and identifying opportunities for alignment and improvement.

4. Journey-Centric Competency Assessment: Using my established framework, I assess your team's capabilities across key functional groups to evaluate your organization's readiness for a journey-management practice. This assessment informs my tailored recommendations and serves as a comparison point for tracking future progress.

   
   

What You'll Receive

• A comprehensive report detailing the findings from onboarding sessions, workshops, interviews, and assessment.

• A roadmap of actionable recommendations for establishing a journey-centric design practice, including recommended operational frameworks tailored to your organization's needs.

• A presentation and briefing session where I walk you through key insights and next steps.

  
  

Why Work with Resonant XD?

Strategic advisory from an industry expert – Over the course of my career in UX, I've developed specific expertise in journey-centric customer experience design. I've conducted extensive research with real organizations, examining the space between UX and CX within organizations and developed authoritative operating models to connect the dots and achieve unified experience-design practices that center around the customer journey.