Find out where your onboarding is losing people
The Experience Architecture Index is a free 15-minute diagnostic for disability, health and wellbeing leaders.
Answer 30 questions to get a personalised result that tells you exactly which layer of your experience is under the most pressure and where to focus first.
In March I will personally review answers and send you a video (just for you) with ideas and insights.
TRUSTED BY LEADERS MAKING REAL IMPACT
You're here for the impact, not another report
You are under pressure to grow, retain clients or stand out.
But you won't cut quality or values
You are in a regulated industry and/or have limited resources.
Still, exceptional is not optional
You know customer experience matter
and surface level fixes won't cut it.
You are tired of being compared on price
instead of value
You want growth that is sustainable, compliant and
actually deliverable by your team
You are in the right place.
You want a customer experience that will position your organisation as the market leader and your team can actually deliver, consistently. We've got you!
What's getting on the way of growth (even when the work is good)
Even strong, impact-led organisations hit a point where:
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Customer experience depends on individual people, not systems
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Marketing promises more than delivery can sustain
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Retention feels fragile, even when clients are happy
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Teams are stretched, disconnected, or working around broken processes
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Differentiation feels risky in regulated or resource-constrained environments
None of this is a failure.
It’s what happens when growth outpaces design.
No amount of marketing can fix a broken customer experience
Have you ever been pulled in by great marketing, only to feel disappointed once you’re inside?
Me too.
As the customer that's incredibly frustrating.
But as the org trying to deliver great impact and not being able to match expectations?
It's even more frustrating. And also incredibly hard and expensive, to recover from that kind of mismatch.
Once trust is broken, people don’t stick around long enough to be convinced otherwise.
Customer experience isn’t a campaign, a moment, or a layer added after the fact.
It’s the sum of:
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What you promise
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How that promise shows up in delivery
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How your people experience the work behind the scenes
When those things drift apart, growth becomes fragile, costly, and exhausting to maintain.
When they align, something different happens.
Delivery strengthens. Retention improves.
And differentiation starts to compound in ways competitors can’t easily copy.
From intent to impact
See
Before we build anything, we get to know your organisation and people very well.
We listen to your customers and your team to understand what they truly need, think, and feel. We map this against your biggest goals and find where your clunky systems and daily fires are really getting in the way.
A practical, end-to-end approach to designing and delivering customer experiences your organisation can actually sustain.
Shape
This isn't a maybe one day plan. Together, we design a distinctive vision for your services and experiences that is also doable.
Then, we create the practical roadmap; the step-by-step blueprints to get there, starting with the small wins that build momentum and prove change is possible.
Shift
This is where we make sure nothing gets stuck in a drawer.
I stay by your side as part of your team to translate ideas into systems ,and behaviours and implement the changes. We test, we learn, and we make your new, unforgettable services and experiences a reality.
Our (not so) secret-sauce?
Creativity, Empathy and Implementation.
Throughout this entire journey, we use clever co-design workshops that actually feel fun and get your team excited. We bring back the energy and get-it-done spirit to turn your purpose into an experience your customers and team can finally feel.
How things might feel right now
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Strong intent, inconsistent delivery
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The customer experience depends on who someone speaks to
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Retention feels harder than it should
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Teams are stretched, compensating, or burning out
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Customers sense friction, even if they don't really know what it is that's bothering them
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You know your services could be better, but they feel stuck or mediocre
Things are not really broken, they just take more effort than they should and are delivering less impact that you'd like to.
Fast forward a few months:
It’s a few months in.
The pressure has lifted. Things feel clearer.
There’s music playing (go ahead and hit play below) and yes, there might even be a bottle of bubbles on the table.
Here's what we are celebrating:
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Your customer experience is clear, intentional, and unmistakably yours
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Your team knows what great looks like, and delivers it consistently
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Retention has improved, without throwing more money at marketing
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Customers tell you things feel easier, smoother, more considered
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Internal friction has eased, workarounds and daily fires are part of the past
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You’re no longer competing on price, but on the experience you deliver
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Growth feels sustainable, not fragile or exhausting
Catalina is a unicorn
“We were looking for a unicorn, and we found her! We needed someone who could do it all, and I honestly didn’t think they existed. We interviewed service designers and a few larger creative agencies, but SHiFT With Purpose was the only one that took the time to understand us and didn’t propose a cookie-cutter approach.
For us it is critical that our participants feel heard and engaged, and Catalina’s approach exceeded our expectations. I never have to worry about anything, she’s the dream.”
Sarah Exton - C-level executive, Founder, Board Member
Sarah Exton - Board Member - Chief Experience Officer
Let's make sense of what's next
This isn't a sales pitch. It’s a 30-minute, no BS conversation to help you think clearly about what's working, what isn't and where real leverage might be hiding.
Bring your biggest frustration (a clunky system frustration, retention issue, delivery gap) or your vision for the future.
We'll talk it through together, practically and honestly.
You'll leave with at least one new way of looking at the problem and a clear sense of whether working together makes sense.
