When a good offer meets a difficult product.
Customers choose the product, but setup stalls. An agent can find the endpoint, but cannot reliably complete the job. Users reach a first result, but do not see a reason to return or expand. These are different bottlenecks, and they need different interventions.
We start with the promised customer outcome, review the current experience and available product evidence, then identify the stage worth improving.
Design the journey for both people and agents.
- Onboarding: clarify setup, permissions, integration requirements and the next useful action. Give people visibility into what their agent is authorised to do.
- Activation: define first value for the actual job. Improve examples, guided flows, outputs, errors and recovery so a successful request becomes a useful result.
- Repeat use: make saved context, re-entry and recurring workflows understandable and reliable. Inspect support friction before adding more features.
- Expansion: design upgrade triggers around meaningful usage and value. Keep pricing, limits and required human approvals explicit.
The research and design stack.
- Customer interviews and Jobs-to-be-Done mapping: understand the outcome, workarounds and reasons progress stops.
- Journey and execution audits: inspect human workflows and agent setup, tool use, outputs and recovery.
- Product analytics: check events, identity, funnels and cohorts before interpreting drop-off or activation.
- Design and validation: produce scoped flows, prototypes and usability or agent-execution tests.
- Implementation roadmap: prioritise changes, define acceptance criteria and specify the evidence needed after release.
Is this the decision your team needs to make?
Share the product, current friction and target outcome. We’ll establish fit and agree a useful scope before paid work.
Deliverables your team can build from.
Depending on scope, the handoff includes a journey map, prioritised friction findings, design flows or prototypes, an instrumentation specification and an implementation brief. We agree the exact artefacts before work begins.
Your team gets a clearer first-value path, a shared definition of activation and a way to evaluate the change. Retention, expansion and revenue lift are objectives to measure—not guaranteed effects of a redesign.
A roadmap with clear stages.
Timing and fees depend on the agreed scope. Production engineering, wider research recruitment and ongoing growth support are not automatically included.
- Define: agree the target outcome, user or agent journey, access and scope.
- Investigate: review qualitative and quantitative evidence, including execution failures.
- Design: develop the prioritised flows and validate them within the agreed test scope.
- Handoff: document the recommended changes, measurement plan and next release decisions.
Connect the offer to the experience.
If the buying decision is the main uncertainty, start with agent offer experiments. If the chosen product is failing to deliver first value, product-experience work may be the more useful starting point. We establish that distinction before recommending an engagement.