What those who have done this work with us say about it.
We let the organisations speak for themselves — their words, their experience, in their own context.
Back to HomeIn their own words
"The journey paper they produced on our mobile onboarding process was unlike anything we had seen from a consultancy before. It was a document we could actually read carefully — not a set of slides to click through. Three months later, our product team is still referring to it when they are working on new features."
"The cross-channel advisory engagement took a bit longer than I had initially hoped, but looking back, I understand why. The catalogue they produced of our touchpoints was genuinely exhaustive — I had not realised how many informal channels our customers were actually using. The harmonisation paper we received gave our leadership team a shared language for a conversation we had been struggling to have."
"We came into the Conversion Pathway Workshop expecting them to tell us what we already suspected about our application form. What we had not anticipated was the way they read the analytics alongside us rather than presenting their own interpretation. By the end of day one, our own team had identified three changes we had never considered. The pathway brief we took away was well-structured and immediately actionable."
"What I valued most was that they did not arrive with a predetermined framework they were going to apply to us regardless of what they found. The advisor spent the first two days listening and observing before drawing any conclusions. That patience is not common in consultancy engagements."
"We engaged Penjuru for a cross-channel advisory after a difficult internal conversation about why our WhatsApp Business interactions were not connecting properly with the contact centre records. The engagement took eight weeks — longer than I would have liked — but the experience paper we received was thorough and the recommendations were sequenced in a way that made sense given our team's capacity."
"The Conversion Pathway Workshop was the most productive two days I have spent with an external party in several years. The advisor had clearly read our analytics thoroughly before arriving. The pathway brief was ready within a week. We acted on four of the six recommendations within the following month, and two of them produced measurable improvements in completion rate."
Selected engagement outcomes
A regional bank's mortgage application process was experiencing a 34% drop-off at the document submission stage. Internal teams attributed this to customers not having documents ready. The actual problem had not been examined from the customer's point of view.
A Journey Mapping Conversation covering the application process from initial inquiry through to approval. Interviews with applicants who had dropped out, alongside staff who handled escalations. Three weeks, concluding with a written journey paper.
The paper identified that the drop-off was occurring because the document list changed after submission began — customers were not told this would happen. The bank implemented a revised pre-submission checklist based on the paper's recommendation. Drop-off at that stage decreased by 19 percentage points over the following quarter.
"The observation that the document list was changing mid-application — we had not seen that because we were looking at it from the inside." — Head of Mortgage Operations
A telco's post-paid plan renewal experience was producing high contact centre volumes for what should have been a self-service journey. The digital team believed the mobile app was sufficient. The contact centre team had a different view. Neither had the full picture.
Cross-Channel Experience Advisory covering the app, website, WhatsApp Business channel, and contact centre. Seven weeks, including interviews with both the teams responsible for each channel and customers who had made contact at multiple points during renewal.
The experience paper documented nine inconsistencies across channels, with four identified as high-priority. The harmonisation recommendations were sequenced for a twelve-month implementation. The two highest-priority changes were implemented within two months and reduced renewal-related contact centre contacts by approximately 22%.
An e-commerce checkout flow had a cart abandonment rate of 61% at the delivery address stage. Multiple internal redesigns had not meaningfully reduced this. The product team had run out of hypotheses.
Conversion Pathway Workshop with product, marketing, and customer operations. Two days on-site, beginning with a careful read of the analytics and a thorough walk of the checkout flow as a first-time customer would experience it.
The workshop identified that the address form required a postcode to be entered before a delivery estimate was shown — and that the estimate, once shown, was often much longer than expected. Customers were not abandoning for reasons related to address complexity; they were reacting to the delivery estimate. The pathway brief contained six prioritised recommendations. The team implemented three of them within six weeks.
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10200 George Town
Penang
Sat: 9am–1pm
There is a journey your organisation is ready to examine.
The organisations whose experiences are described above began in the same place — a question that had not yet found the right kind of attention.
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