Three engagements, each shaped around a specific kind of customer journey work.
We do not offer a single service repackaged at different price points. Each engagement type addresses a different question — and produces a different form of output.
Back to HomeHow each engagement is conducted
Every engagement begins with a scoping conversation — typically thirty to forty-five minutes — in which we establish the specific journey or experience to be examined, identify the right participants, and agree the scope and output in writing before any work begins.
The working phase of each engagement involves direct contact with the organisation's own people. We do not rely on secondary research or industry benchmarks as the primary source of understanding. The organisation's own data, processes, and front-line experience are the principal material.
Each engagement closes with a written paper. For journey mapping and cross-channel work, this is a full advisory document with annotated diagrams. For the conversion pathway workshop, it is a pathway brief that the client can carry into delivery independently. In all cases, a review session with the client team precedes finalisation.
Agree the journey, the participants, and the form of the output. Written scope signed before work begins.
Interviews, pathway walks, analytics review. All evidence recorded and attributed.
Findings interpreted, recommendations drafted. Diagrams annotated where needed.
Draft reviewed with client team. Context gaps addressed. Final paper delivered.
Journey Mapping Conversation
A short advisory engagement that walks a single customer journey alongside the people who shape it — perhaps the onboarding of a new banking customer, the renewal of a telco subscription, or the after-sales claims process for a consumer brand. We map the journey from first touch through to the longer-term relationship, paying particular attention to the moments where the digital and human encounters meet awkwardly.
Output is a written journey paper with annotated diagrams. This is suitable for an organisation that has identified a specific journey as problematic or under-examined, and wants a considered external view of it.
Cross-Channel Experience Advisory
A longer engagement that examines the experience a customer receives across the organisation's several channels — web, mobile application, contact centre, retail counter, and the conversation channels increasingly common in the Malaysian market: WhatsApp Business, the messaging channels of the regional super-apps. We catalogue the touchpoints, identify the inconsistencies, and write a sequenced experience paper with a recommendation for harmonisation.
Suited for customer-facing leadership working in concert. The output serves marketing, digital product, operations, and customer service together.
Conversion Pathway Workshop
A two-day workshop with the team that owns a particular conversion pathway — perhaps an application form, a purchase flow or a service-request journey. Together we read the analytics with care, walk the pathway as a customer might, identify the small frictions that quietly suppress completion, and design considered refinements.
The workshop closes with a written pathway brief the client may carry into delivery at its own pace. Suited for product, marketing and customer operations together. The brief is designed to be actionable without requiring further advisory involvement.
Engagement comparison
| Feature | Journey Mapping | Pathway Workshop | Cross-Channel |
|---|---|---|---|
| Fee | RM 820 | RM 1,050 | RM 2,650 |
| Single journey focus | |||
| Full channel catalogue | |||
| Analytics review included | |||
| Written advisory paper | |||
| Annotated journey diagrams | |||
| Best for | CX leads, service design | Product, marketing & ops | Customer-facing leadership |
Transparent pricing for each engagement
- Single journey scope
- 2–3 week engagement
- Written journey paper
- Annotated diagrams
- Two-day working session
- Analytics review included
- Written pathway brief
- Actionable without follow-on
- All channel touchpoints
- 6–8 week engagement
- Sequenced experience paper
- Harmonisation roadmap
What governs how we work
Confidentiality
Mutual NDA signed before engagement begins. Client materials and customer data handled in accordance with PDPA 2010.
Written scope
Every engagement begins with a signed scope document. No work begins before this is in place.
Senior continuity
The advisors named at scoping do the work. No handoff to junior staff after the agreement is signed.
Evidence standards
Recommendations are attributed to specific observations. We distinguish clearly between evidence and industry inference.
Which engagement fits the question your organisation is carrying?
If you are not certain, a short conversation is the most direct way to find out. We will be straightforward about which engagement type — if any — is the right fit.
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