Service Design & Product Systems for experience problems that repeat behind the scenes
See the customer experience and the system that has to deliver it.
A deeper diagnosis for founders and teams where the visible product or UX problem is probably a symptom of how the service works. I map customer touchpoints alongside the people, systems, decisions, handoffs, and delivery constraints behind them, then identify the operating causes behind recurring friction.
Where this is most useful
- Founders and product leaders who suspect the product or customer-experience problem is systemic
- Teams with repeated handoff drift, unclear ownership, or slow product decisions
- Companies that need an evidence-backed action plan before reorganizing, rebuilding, or hiring
Diagnostic levels
Fixed-price diagnosis. The level follows the customer experience being investigated and the delivery system behind it, not a generic count of interviews or workshops. Travel is scoped separately.
Recurring Experience Diagnosis
One recurring customer or product-experience failure where a local fix has not held and the delivery cause needs to be identified.
Service Journey Diagnosis
One end-to-end service journey across customer touchpoints, internal roles, decisions, and handoffs.
Service System Diagnosis
Connected customer experiences and the operating system that delivers them, including the ownership and decision patterns causing recurring friction.
What determines the diagnostic level
- Whether the problem is one recurring experience failure, one end-to-end service journey, or several connected customer experiences
- Whether the visible issue can be explained from existing evidence or requires stakeholder, operator, and customer context
- Whether the diagnosis stays within one delivery path or must trace ownership and decisions across multiple teams
- Whether leadership needs a local action plan or a broader decision frame before changing how the service operates
Engagement boundary
This is a diagnosis and action-plan engagement. It follows sales, support, operations, or partner work only where it shapes the service customers experience; it does not automatically install the new workflow or place me inside delivery cadence.
Engagement shape
Not for
- A quick UX review of one screen or feature
- Teams that cannot provide stakeholder access or operating context
- Organizations looking for immediate design production or generic operational consulting without diagnosis
Next step
Depending on findings, the next step is usually Workflow Systems, Strategic Advisor, or Fractional Product & UX Leadership.
Common Questions
How is this different from Product & UX Diagnostic?
Do you need access to executives?
What do we get at the end?
Related insights
Deliverables
- Service-and-product system map across customer touchpoints, workflows, ownership, and handoffs
- Stakeholder and touchpoint diagnosis across users, customers, operators, and decision makers where relevant
- Root-cause findings with evidence and business implications
- Prioritized action plan for product, UX, delivery, and operating changes
- Executive readout with decision options and follow-on paths