01
Customer Journey Map
Discover → evaluate → act, mapped end to end.
Digital Experience Diagnostic
Find where your customer journey breaks before you spend money fixing it.
A structured investigation into how customers discover, evaluate, and interact with your organisation — and where that experience is breaking down.
- ~1 week
- Scoped investigation
- 90-minute walkthrough
When investigation comes first
You know something isn't working, but you're not sure what.
Can't be found?
Google, social, local visibility
Can't be understood?
Messaging, pricing, information
Can't be trusted?
Reviews, credibility, presentation
Can't be contacted?
WhatsApp, forms, booking friction
Can't be operated efficiently?
Repetitive manual processes
Where friction shows up
DiscoverEvaluateContactConvertReturn
Highlighted stages are where investigations most often find breakdowns.
What you receive
02
Website & Experience Audit
Clarity, speed, mobile, and key actions on site.
03
Local Search / Google Business Profile Audit
Listings accuracy and local discovery.
04
Customer Review Analysis
Patterns in what customers repeat in reviews.
05
Competitive Experience Comparison
How peers present offers and reduce friction.
06
Commercial Friction Analysis
Evidence-backed risks to enquiries and bookings.
07
Prioritized Action Plan
What to fix first — and what can wait.
08
90-Minute Strategy Walkthrough
Live review of findings — not a PDF alone.
What a finding looks like
Finding
Customers are asked to WhatsApp for information already available elsewhere — adding friction before enquiry.
Evidence
Website → Facebook → Google → WhatsApp
Recommendation
Centralise essential information and create a clearer enquiry path.
Potential solution
Site information architecture + WhatsApp handoff — not necessarily a full rebuild.
Sometimes the answer isn't a new website.
The investigation may lead to:
- Fix the existing site
- Improve Google visibility
- Clarify the offer
- Change the enquiry flow
- Automate repetitive work
- Build a new platform
Investment
What does it cost?
Diagnostic engagements are scoped according to the organisation, available evidence, and depth of investigation required.
After the initial conversation, I'll recommend the appropriate scope and provide a clear quotation before any work begins.
Already know what you need built? Start a project instead →
FAQ
Common questions
- Isn't this just a free website audit?
- No. A generic audit lists technical issues. This is a structured investigation across the customer journey — discovery, clarity, local visibility, reviews, competitive experience, and commercial friction — with eight named outputs and a live walkthrough, not a checklist PDF.
- What if I already know I need a new website?
- That's fine. You don't necessarily need a standalone diagnostic. If the project is already well understood, we can scope the build directly on the Start a Project page. The diagnostic is most useful when the problem is unclear, the existing experience needs investigation, or you're unsure what solution you actually need.
- What do you need from me during the week?
- Access to your website, Google Business Profile, social profiles, and any booking or enquiry channels you use. A short call to confirm goals. Then I investigate — you are not managing the project day to day.
- What happens after the diagnostic?
- You keep the full findings and walkthrough. Recommendations may include website changes, process fixes, visibility work, automation, a new system, or no build yet. If a build is warranted, we scope it from the evidence. Ongoing support is optional after launch.