Strategic consulting
for customer and employee experience
Barrier mapping. Journey analysis. Training design. Implementation plans your teams can actually use.
What the work looks like
Every engagement starts with the same question: where are people struggling and what is it costing you? The answer comes from qualitative research, data and the lived experience of customers and employees who face the highest barriers.
The output is never a report that sits on a shelf. It is a prioritised action plan, training your teams can use and measurable change.
Three ways to work together
Barrier Mapping and Implementation
Find the hidden barriers in your customer or employee experience. Get a prioritised fix list, training content and an implementation plan your organisation can run with.
Includes qualitative and quantitative barrier analysis, video-based training modules, leader toolkits and rollout support. Designed for organisations that want to move from insight to action in a single engagement.
Recent projects:
Barrier mapping of the guest and employee experience at LEGO House, including 13 training videos and implementation plan. Qualitative and quantitative analysis of experienced barriers to engagement, retention and wellbeing at Novonesis, including 9 training videos and a global implementation plan.
This work is also delivered through InklusioNordic
From 350,000 DKK.
Customer Experience and Accessibility
Map your customer journey through the eyes of the people who experience the most friction. Identify where customers quietly drop out, what it costs you and what to fix first.
Covers journey mapping, passenger or guest experience modelling, accessibility audits, wayfinding, communication design and frontline operations.
For organisations in transport, hospitality, cultural institutions, retail and public services.
Recent projects:
Passenger Experience Model and organisational design for Keolis. Customer journey mapping and analysis for Movia.
From 100,000 DKK.
Advisory and Workshops
Shorter engagements for leadership teams that need clarity, direction or a structured working session to move forward.
Includes executive sparring, leadership workshops, D&I strategy consulting and organisational culture advisory. For organisations that have the internal capacity but need expert input to get unstuck.
Between engagements, your team can continue learning through the Experience Management Community
Recent projects:
D&I consulting for BEC.
Leadership workshop and executive coaching for Af&Til.From 50,000 DKK.
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How we work together
Every project starts with your reality. Your data, journeys, people and existing practices. The work combines qualitative research with operational insight to design changes that produce measurable results without adding noise to a busy organisation.
When needed, trusted senior specialists in service design, behavioural design, UX, analysis, change management and video production join the project. One point of contact. One strategic lead. No junior consultants. No off-the-shelf models.
Ready to explore what needs to change first?
A 30-minute conversation about your challenges, your current situation and whether this is the right fit. No sales pitch. No slides. Just a conversation.