Flagship Service
Design the experience your customers have—from first contact to lasting relationship. We use Value Stream Mapping to document every step of value creation, making execution reliable, governable, and scalable.
The output of 25 years understanding work at an atomic level. Powered by the Deliberate Work™ methodology.
The Problem
Most organizations don't fail because of talent, effort, or tools. They fail because work itself was never designed.
These symptoms show up every day. Leaders feel them but can't name them. Teams work around them but can't fix them.
"The issue isn't performance. It's accidental execution."
— The Deliberate Work InsightThe Insight
Deliberate Work™ makes work:
The result is an operating system for work—one leaders can see, trust, and evolve.
Why This Is Different
Process maps don't change behavior. New tools don't change behavior. Only leadership alignment changes behavior.
Customer Experience Design explicitly examines:
Because work follows leadership behavior, not documentation.
How It Works
Surface how your customer's experience actually unfolds—from first contact through value delivery—and where it breaks down.
Design how the customer experience should flow. Make ownership, stages, and steps explicit using Value Stream Mapping.
Align leadership and teams with the designed experience. Establish signals, metrics, and review cadence. Create a safe transition path.
The Method
Value Stream Mapping is how we design the customer experience. It's a systematic approach to documenting every step from first contact to lasting relationship—making the invisible visible.
The result is a complete map of how value flows through your organization—one that reveals where things break, where heroics are required, and where small changes create outsized impact.
Step Design
Most execution problems happen at the step level—where work actually gets done. Each critical step is designed with five explicit elements:
Hard rule: No step starts without readiness. No step ends without outputs. If debate persists, the step isn't designed yet.
What You Receive
How leadership behavior currently shapes work—and where it unintentionally undermines execution.
Visual maps showing how work flows today versus how it should flow when designed deliberately.
Explicit value streams, workflows, stages, and named owners—not roles, names.
Critical steps designed with clear intent, readiness, execution mode, outputs, and declared impact.
Risk-based controls applied only where necessary—built into the system, not layered on top.
A small set of flow, quality, and health signals leadership can actually trust.
A practical plan for moving from design to reality without disruption.
Who This Is For
Big enough for real complexity, small enough to actually change
Where work moves between people, not just machines
Teams working hard but progress feeling fragile
Preparing to grow without adding chaos
Expectations
Next Steps
Customer Experience Design only works when certain conditions are in place. This assessment helps you understand where you stand—and whether a conversation makes sense.
Or skip straight to a conversation if you already know this is right.
The Outcome
Customer Experience Design turns your customer journey from accidental to deliberate.
Go Deeper
The four dimensions we evaluate before every engagement.
What goes wrong with workflow projects—and what's different here.
Signs your operations are bleeding money in ways you can't see.
What happens after the engagement—and why it matters.
The patterns we see and what they mean for your organization.
By Industry
Ready?
Take the assessment to see where you stand, or reach out directly if you already know this is right.