The professional services challenge

Your people are smart. Your work is excellent. But the client experience—from first conversation to final deliverable—depends on processes that often exist only in people's heads.

The proposal that takes three weeks instead of three days. The project that scope-creeps silently until it's unprofitable. The client who feels out of the loop. The partner who's stretched across too many accounts.

These aren't people problems. They're design problems.

Common Patterns

What we see in professional services

The artisan trap Every engagement feels bespoke because there's no underlying structure.
Senior talent doing junior work Partners handle details because handoffs aren't designed.
Scope creep as a way of life Boundaries blur because nobody defined what's in and out.
The utilization paradox Everyone is busy, but profitability doesn't match effort.

What Customer Experience Design looks like for professional services

We map your client experience—from first inquiry through engagement completion and relationship maintenance. Every stage. Every step. Every handoff between team members.

Then we design what each step needs to work: What information must exist before work starts. What it means for work to be done. Who owns each phase. Where client touchpoints create value.

The result: A client experience that's repeatable without being robotic—one that lets your expertise shine while the operations run reliably.

Value streams we commonly map

Lead to Proposal

From inquiry through signed agreement

Kickoff to Delivery

From engagement start through final output

Delivery to Retention

From project close through ongoing relationship

Team to Output

Internal workflows that touch client work

Ready to design your client experience?

Let's talk about how Customer Experience Design applies to your firm.

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