Customer Experience Design That Creates Loyalty and Growth
In an age where the customer acts as the new CEO, customer experience design is the key to exceeding rising expectations and creating loyalty at every touchpoint.
Our human-centred approach ensures your products, services, and journeys are designed with precision, delivering memorable interactions that resonate with customers and drive measurable growth.
Through our customer experience design services, we translate insights into actionable strategies that elevate performance and unlock the full potential of your business. Say goodbye to guesswork and hello to certainty as we transform data into structured insights that guide every decision, ensuring each design choice is relevant, informed, and impactful.
We can help you map your customer journey to uncover pain points, align your teams, and create a clear path to better experiences and stronger results.
What we uncover
We reveal how customers actually experience your organisation today.
Evidence-based mapping of every stage, channel, and touchpoint
Insights into customer emotions, needs, and expectations along the journey
Clear view of the biggest gaps, friction points, and missed opportunities
What we create
We create journey maps that turn complexity into clarity and guide smarter investment.
Visual maps that make the customer experience easy to understand and share
Prioritised improvements that focus on the highest-value opportunities
A roadmap that aligns teams around what matters most to customers
What it delivers
We help you use journey maps to drive action, not just insight.
Step-by-step guidance to translate maps into measurable improvements
ROI frameworks to prove the impact of changes across the journey
Governance tools to keep journeys updated and improvements sustained
Ready to see your customer journey clearly and know where to act?
Book a session with our team to map your journey, uncover opportunities, and design for measurable impact.
Areas of expertise
Customer Experience Consulting
Set a clear direction for growth with customer experience consulting. We help you align business goals with customer needs, ensuring every initiative is measured, prioritised, and tied to real results.
Digital Customer Experience
Strengthen digital touchpoints with a focused digital customer experience approach. We optimise websites, apps, and online journeys to reduce friction, improve usability, and drive conversion.
Customer Journey Mapping
Reveal what customers truly experience through customer journey mapping. By visualising every stage, we identify pain points, highlight opportunities, and help you design journeys that increase loyalty and growth.
Customer Insight
Turn feedback and data into clear direction with customer insight and our experience assessment tools. We show you where to act, what to prioritise, and how to lift performance.
Customer Experience and Service Design
Transform services into experiences customers value. Our customer experience and service design approach ensures every touchpoint is intuitive, human, and delivers measurable impact.
In today’s competitive market, customer experience helps organisations create seamless, memorable interactions that customers truly value. Our approach combines human-centred research with proven design frameworks to ensure every touchpoint reflects your brand promise, drives loyalty, and delivers measurable business results. By aligning customer insight with practical application, we transform ideas into experiences that foster growth and long-term engagement.
Customer Experience Assessment FAQs
What is a Customer Experience Assessment?
A customer experience assessment is a comprehensive evaluation of your organisation's current CX capabilities, maturity and performance across all critical touchpoints and internal processes. Unlike basic customer satisfaction surveys, a thorough CX assessment examines both external customer perceptions and the internal organisational capabilities that drive the delivery of experience.
This diagnostic approach reveals the gap between where you are today and where you need to be to achieve customer-centric growth, providing actionable insights and prioritised recommendations for improvement.
Why should we invest in a CX assessment?
A CX assessment helps you understand the true drivers of customer satisfaction, loyalty and churn, rather than relying on assumptions or isolated metrics. It highlights the experiences and processes that are helping or hurting performance, so you can focus investment where it will have the greatest impact.
Organisations that use structured CX assessments are better able to prioritise initiatives, align stakeholders and demonstrate the link between customer experience and commercial outcomes.
What does a typical customer experience assessment include?
A typical CX assessment combines customer feedback, journey mapping, internal stakeholder interviews and analysis of operational and performance data. We review key customer journeys, supporting processes and governance to understand how experience is currently being managed.
The output is a clear view of your CX maturity, strengths and gaps, as well as a prioritised roadmap of initiatives across people, process, technology and measurement.
Who should be involved in a CX assessment?
CX assessments work best when they involve a mix of stakeholders who influence the customer experience. This typically includes CX or marketing leaders, operations, product, digital, contact centres, frontline teams and supporting functions such as IT and finance.
Including a cross-functional group ensures that insights and recommendations reflect the whole organisation, not just one team’s perspective, and builds buy-in for the changes that follow.
Why choose Proto Partners for your CX assessment?
Our experienced team understands the unique challenges facing Australian businesses and provides culturally relevant insights and recommendations tailored to your context. We combine rigorous analytical frameworks with practical implementation experience to deliver assessments that drive real organisational change.
Contact Proto Partners today to discuss how our customer experience assessment can provide the insight and roadmap needed to elevate your customer relationships and drive business growth.
CX Design That Delivers Results
Our work goes beyond aesthetics. We focus on impactful design by integrating journey mapping, service design, and customer insights to deliver solutions that resonate with both customers and employees. By using data-driven research and real-world testing, we replace assumptions with evidence, empowering leaders to make informed decisions and enabling teams to execute with confidence. With Proto, our approach becomes more than just a project; it lays the foundation for cultural change and sustainable business value that delivers results