Our Services
Find where value is leaking decide what deserves investment
Knot helps CEOs, CFOs and senior experience leaders understand why an important experience is underperforming, decide what to fix or build, and reduce uncertainty before investing at scale. From there, we build your team's own judgement to keep making these calls without us.
The Path
Diagnose first let the evidence inform whats next
You usually arrive because an important experience is underperforming, an opportunity feels unclear, or a proposed fix carries too much uncertainty. You can see the outcome, but not the chain of failures, unmet needs and commercial choices producing it so the right response remains unclear.
Start with Diagnose. It reveals where value is leaking and which decisions deserve your attention before you commit further investment.
Where the evidence supports further action, Advise turns it into a tested direction. Capability builds your team's judgement to keep reading experiences, interpreting evidence and making stronger front-end decisions, without us in the room.
DIAGNOSE
The audit that finds where your experience is leaking
We get inside the experience the moments, the journeys, what happens frontstage and what's breaking backstage to find three things: where value is being lost, which friction is eroding or protecting it, and which recurring unmet needs are commercially valuable enough to build for. We call these Experience Leaks, Friction Markets and Opportunity Markets.
From £30,000, depending on the size and complexity of the experience examined.
-
CEOs, CFOs and senior experience leaders who can see an outcome is underperforming or an opportunity exists, but need independent evidence before risking investment, capacity or reputation on a response.
-
Give us access to the experience and we will produce a clear, evidence-based decision map. If the agreed diagnostic doesn't give leadership enough clarity to decide what to fix, build, test, stop or leave alone, we continue at no extra cost until it does.
-
The Evidence Base what people encounter, choose, feel and abandon across the journey, frontstage and backstage
The Market Maps your Experience Leaks, Friction Markets and any credible Opportunity Markets, connected to commercial exposure and potential
The Decision Map what to fix, build, test, stop or leave alone, ranked by impact and confidence
The Leadership Readout the commercial implications, trade-offs and decisions requiring executive ownership
ADVISE
Turn the evidence into a tested strategic response
We stay alongside your leadership team to decide what the evidence demands fixing an existing experience, building something new, or deliberately leaving part of it alone. Together we shape the direction, redesign the critical conditions, and test the response with real people. You leave with a commercially credible direction and clarity on what moves into implementation, what needs further evidence, and what should stop.
Typical investment: From £60,000, scaled by commercial exposure, complexity, ambition and work-streams.
-
Leaders who understand the problem or opportunity but need help deciding and shaping the response with strategic challenge, experience architecture and testing before implementation begins.
-
Provided the work is agreed and the team participates as scoped, we'll produce a clear direction, tested response, measures and named ownership. If we don't, we continue the agreed strategic work for up to four additional weeks at no charge.
The investment covers strategic direction, experience architecture, testing and capability transfer before implementation begins. We challenge assumptions and protect the strategic intent throughout.
The investment reflects the reality: you're not buying a consultant who does the work for you. You're buying the advisory, the architecture thinking, and the capability transfer so your team owns it permanently. If you're looking at this number and thinking "that's a lot," start with a Diagnose. Let the findings make the case.
-
Strategic Direction the experience the organisation should create, improve or deliberately leave unchanged
Experience Architecture the moments, systems and responsibilities that make the direction commercially and operationally credible
Live Experiments assumptions and proposed changes tested with real people, real behaviour and real commercial measures before wider investment
Measurement Framework shows whether the response is changing behaviour and creating enough value to justify further investment
Capability Transfer the tools and coaching your team needs to own this direction after we leave
Capability
Build the judgement to read and improve experiences yourselves
Your people may already know journey mapping, research or design tools. What's often missing is judgement. Your team learns to distinguish symptoms from causes, harmful friction from purposeful friction, and experience improvements from genuine market opportunities the judgement our system is designed to build.
Typical investment: From £15,000, scaled by cohort size, customisation and coaching support.
-
Senior experience leaders who want internal teams making stronger front-end decisions without relying permanently on consultants.
-
By the end of our workshops your team will apply the Knot system to a live experience challenge and produce an evidence-based diagnosis, decision map and test plan. If the agreed cohort can't do that, we provide four additional weeks of coaching at no charge.
-
The Capability Check an honest read on where your team's experience, research and testing capabilities are strong, thin, or missing
The Knot Experience System the frameworks and decision tools we use ourselves, so your team can interpret experiences beyond another journey-mapping exercise
The Playbook practical methods for evidence, framing and decision-making that change how your team investigates, not just what template they fill in
Coaching Sessions applying the thinking to live decisions, including the uncomfortable ones
Need something more?
For previous Knot clients: we return after implementation to assess whether the original strategic intent is reaching the lived experience, and whether the evidence supports further action such as ad-hoc one to one or group coaching.
Get the good stuff!
Join 1,000+ people leaders getting weekly field notes on why your experience is leaking and what to do about it.