Customer Experience Design
The Readiness Assessment isn't a quiz—it's a diagnostic. Here's what the patterns mean and why they matter.
Every question in the assessment maps to a specific condition that determines whether Customer Experience Design will succeed in your organization. We're not testing your knowledge or grading your company. We're trying to understand your context.
Here's what each dimension reveals—and what the patterns tell us.
The Four Dimensions
Does your organization see problems as connected, or does each team treat their issues as isolated?
High scores: Organizations that trace problems to root causes, understand ripple effects, and think in terms of flows rather than silos.
Low scores: Organizations where departments protect their territory, blame shifts between teams, and symptoms get treated while causes persist.
Will leadership participate directly in this work, or delegate it to "the team"?
High scores: Leaders who show up, engage with uncomfortable truths, and are willing to change their own behavior.
Low scores: Leaders who want problems fixed without personal involvement, who shield themselves from reality, or who say "just tell me what to do."
Can your organization prioritize one value stream for 2-3 weeks, or is everything always urgent?
High scores: Organizations that can say "not now" to some things in order to say "yes fully" to this.
Low scores: Organizations where every initiative competes for attention, where "priority" has lost all meaning, and where deep work is constantly interrupted.
Can the people in the room make decisions and commit to changes?
High scores: Decision-makers with actual authority, who don't need to "check with corporate" before committing.
Low scores: Organizations where decisions require multiple approval layers, where external stakeholders control key choices, or where "we'll need to get buy-in" is the default response.
Organizations that think systemically and have engaged leadership, but can't actually implement changes without external approval. Common in franchises, subsidiaries, and heavily regulated industries. CED can still provide value—but the scope needs to match the authority.
Leadership is ready to engage, but the organization can't focus. Everything is urgent. This is often a symptom of the problem CED would solve—but it also makes the engagement harder. Sometimes the first step is agreeing to pause other initiatives.
High scores across all four dimensions. These organizations get the most value from CED—and they're often the ones that least expect to need help. They just want an external perspective and a structured approach to what they know needs to happen.
The assessment takes about 5 minutes and gives you immediate results. No email required, no sales pitch—just clarity about your organization's readiness.
Take the Readiness AssessmentIf you've taken the assessment and want to discuss what it means, let's talk.