Every Touchpoint Is a Brand Decision. Most Companies Get This Wrong.
Your brand isn't what you say it is. It's the sum of every interaction a customer has with you. We design each one to build trust, drive action, and earn loyalty.
The Disconnection Problem
Your website says one thing, your emails say another, and your product feels like a third company
Customers love the product but the surrounding experience feels cheap
Your onboarding flow loses 40% of signups before they reach the value
Every touchpoint was designed by a different person at a different time with no shared playbook
You're growing but your NPS score is flat or declining
Deliverables
Experience Audit
We walk every customer journey end-to-end and map every touchpoint where trust is built or broken.
Journey Design
Redesigned customer journeys for acquisition, onboarding, retention, and expansion — each one engineered to reduce friction and increase commitment.
Touchpoint System
Unified templates, patterns, and guidelines for every channel — email, web, product, support, and physical — so the brand feels coherent everywhere.
Measurement Framework
The KPIs and feedback loops that tell you whether the experience is working and where to invest next.
Our Process
Map
We audit every customer touchpoint across every channel. We identify the moments that matter most and the gaps that cost you customers.
Design
We redesign the critical journeys — from first touch to repeat purchase — with clear success metrics for each stage.
Systematize
We create the templates, guidelines, and toolkits that make the new experience repeatable across your team.
Measure
We implement tracking, gather feedback, and build the optimization loop that keeps the experience improving over time.
Aurum Finance
Client acquisition cost dropped 35% after experience redesign
“We used to lose people between interest and onboarding. Now the entire journey feels like one conversation.”
David Park
COO, Aurum Finance
FAQ
UX focuses on product interfaces. Brand experience covers every interaction — marketing, sales, onboarding, support, and product — as one connected system.
No. We prioritize based on impact. Most companies have 3-5 critical touchpoints that drive 80% of the customer's perception. We start there.
Absolutely. Physical touchpoints — packaging, retail spaces, events, print — are part of the system. We design for the full picture.
Engagements start at the audit level and scale based on how many journeys we redesign. We scope every project individually after the discovery phase.
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Ready to Start?
Every engagement starts with a conversation. Tell us where you are and where you want to be.