Dive in
We help CPOs and CXOs fix their experience leak …inside and out
Through sprints, co-design workshops, and immersion, we find where your customer and employee experiences are bleeding revenue and redesign the strategy to stop the leak.
Internally, we transform HR into an experience-led people product function. Externally, we go undercover to find the leaks and friction markets others miss.
ditch the decks
HR Transformation to shift HR into a an experience led, people product function
Short-term advisory and hands-on support to craft and connect up your vision, OKRs, operating model, and capability. We embed new ways of working, coach key roles, and shift you to experience-led product functions.
-
CPOs tired of strategies sitting in PowerPoint decks gathering dust. You're ready to shift from HR to an experience-led people product function and need someone to wire it up and coach your team through it
-
Vision & Mission wired up: Clarity on where you're heading when you stop designing for made-up customers.
Value levers identified: The growth your experience function unlocks for employees, and revenue.
Operating model and playbook that works: OKRs, team charter, and ways of working that show up on Monday morning
Capability build: What your team needs to stop leaking and start delivering. Plus the comms plan to get buy-in.
Hands-on coaching: We don't drop a deck and run. We embed, test, and coach key roles until it sticks.
-
Complete all sprints and workshops with your leadership team. If you don't have a blueprints and suggested operating model, clear OKRs, and your team firing on all cylinders by week 12, we'll add 4 more weeks of hands-on coaching free until it sticks. No extra cost.
tiger tEAM
Go undercover with a bias free audit that your experience needs
Rapid experience audit: We go undercover through your customer and employee journeys finding pain points, backstage leaks, and missed opportunities to delight. Then show you exactly where your experience breaks.
-
Leaders who suspect their customer and employee experiences are bleeding revenue but can't see where. You need a bias free audit front and backstage to find the leaks killing growth, loyalty, and talent before they flatline your business.
-
Journey Reality Check: The unvarnished truth on what's really happening across your customer and employee experiences front and backstage, every touchpoint.
Voice Capture: Direct, no-filter insights from walking the journey as your customer and employee cutting through assumptions to what they actually feel.
Friction Point Audit: Pinpoint the moments draining trust, loyalty, revenue, and talent with fixes you can use now.
Journey Map and Management Blueprint: Signature moments that turn generic touchpoints into experiences customers want to return to and employees want to stay for.
Quick Wins Roadmap: Real fixes, right now because your customers and employees won't wait for perfect.
-
Give us full access to walk your customer and employee journeys. We'll uncover the critical leaks bleeding revenue, loyalty, or talent. If we don't deliver actionable insights and a quick wins roadmap within 4 weeks, we keep working for free until we do. You only pay when you have clarity and a plan to act.
EXPERIENCE STRATEGY
Uncover friction markets, to design experiences worth choosing
Strategic experience design: We uncover friction markets and hidden opportunities across your customer and employee experience from EVP, values, and culture to hotels, airports, and destinations. Then design experiences thats rooted in real insight, situational and state behaviour not the standard industry “best practice blindness”
-
Leaders launching a new EVP, values, culture programme, destination, hotel, airport, or retail experience who don't want to guess what customers or employees want and need. You need friction markets uncovered and a strategy rooted in real behaviour not assumptions.
-
Friction markets identified: Untapped opportunities your competitors aren't seeing where experience is leaking or growth is hiding
Customer behavior mapping: What near-future customers actually need in context not just what focus groups say they want.
Complete need architecture: The full functional, emotional, and social gaps of customers in each situation, not just surface touchpoints
Experiences worth choosing: Design that earns the currency of time and loyalty because it creates meaning not just removes friction or adds convenience.
Your unique market position: A future-focused stance only your company can own wired to opportunities no one else sees coming.
Experience experimentation: Curated experiments to test desirability fast so you validate what sticks before you scale.
Team training: So your people can execute with confidence, not confusion.
-
Engage fully in workshops and customer analysis. If we don't identify at least 3 friction markets by week 8, we'll keep working for free until we do plus add 2 bonus experimentation sprints to validate desirability at no cost. You keep everything either way.
Capability Immersion
Teaching you to do it
In-house capability training: We teach your teams to build experience strategy, transform into experience-led product functions, design and manage customer journeys, and audit their own leaks. So you fix revenue loss yourself.
-
Leaders ready to build real capability, not dependency. You want to embed design thinking, service design, experience design, and product thinking into your team so they can find friction markets, audit journeys, and build experiences without calling a consultant every time something breaks.
-
Capability Reality Check: The honest truth on where your team stands and the practical path to get where you need to be.
TeamOS: The real frameworks, tools, and tactics we use straight from design thinking, service design, experience design, and product thinking. No fluff. Just the playbook that gets your team building People Products and experiences, not paperwork.
Ways of Working Playbook: Product management moves to run sprints, rapid prototyping, journey mapping, and People Product builds that turn ideas into action and change how your team works, not just what they work on.
Lifetime access to Learning Community: Access to ongoing network, support, insights, and shared wins with other practitioners. Stuck on a friction market or not sure what tactic to use? Get on-demand help from our AI agent like having a seasoned strategist and product expert on call.
Sustainability Plan: Curated resources, integration guides, and periodic refreshers to keep momentum alive long after the workshops end.
Impact Measurement: Tools to track capability growth and show ROI to stakeholders who want proof, not promises.
-
Complete the 8-week training program with your team. If they can't independently audit journeys, identify friction markets, and design experiences by the end, we'll add 4 more weeks of hands-on coaching free until they own it. No extra cost.
Knot for everyone
These are our starting points, not the whole playbook. If you’re after something different, let us know and we can make something that fits.
Get the good stuff!
Join 1,000+ curious minds getting weekly field notes on experience strategy, CX, EX, and destination design and experience leak.