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 Strategy

Set a clear direction for growth with a customer experience strategy. 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.

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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.

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    Digital Transformation in Transport - removing barriers between today and the future to deliver a seamless digital transport experience.

  • Global Innovation in Healthcare

    Global Innovation in Healthcare - scaling patient-focused innovation globally with precision, insight, and customer experience at the core

  • Sydney Metro $24bn CX Redesign

    Sydney Metro $24bn CX Redesign - designed the customer experience for a $24bn infrastructure project, transforming how Sydney-siders travel.

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    Investor Confidence in Financial Services - built CX strategies that gave investors clarity and confidence, improving satisfaction and trust.

  • Customer-Centric Strategy for Utilities

    Customer-Centric Strategy for Utilities - delivered profitable, scalable strategies for every customer tier in a complex utilities environment.

  • Lane Cove Council – Resident Experience

    Lane Cove Council – Resident Experience - revolutionised resident experiences with a CX-led transformation that set a new benchmark for local government.

  • Coates Hire Profitable CX Strategies

    Coates Hire Profitable CX Strategies - developed customer experience strategies tailored to every client segment, helping Coates Hire grow profitably across the equipment hire market.

  • Listnr Future Digital Experience

    Listnr Future Digital Experience - pioneered tomorrow’s digital customer experience by embedding a customer-driven vision across markets.

  • Syngenta CX for Agricultural Growth

    CX for Agricultural Growth - armed Syngenta with customer experience strategies to accelerate growth in key agricultural segments.

  • UNO – Reimagining Financial Products

    Uno Reimagining Financial Products - developed a breakthrough business model that redefined the financial product experience for customers.

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    Westpac Credit Card Experience - transformed the credit card journey with scalable innovation, improving adoption and customer loyalty.

  • McGrath Real Estate Unified CX for Growth

    McGrath Real Estate Unified CX for Growth - aligned teams and customer experience strategy to drive stronger client relationships and unlock the next stage of growth for McGrath Real Estate.

InIn 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.

Why Invest in Customer Experience Design

Customers no longer judge brands by products alone, they expect intuitive, consistent, and personalised experiences across every channel. Without a clear design approach, organisations risk fragmented journeys, inefficiencies, and lost opportunities. Our CX design services help you uncover unmet needs, align teams, and design experiences that anticipate customer expectations. By bridging the gap between strategy and execution, we ensure every interaction contributes to stronger loyalty and measurable growth.

Customer Experience Design That Delivers Results

Our work goes beyond aesthetics. We design with impact by combining journey mapping, service design, and customer insight to deliver solutions that resonate with both customers and employees. Using data-driven research and real-world testing, we replace assumptions with evidence, helping leaders make informed choices and teams deliver with confidence. With Proto, cx design becomes more than a project, it becomes the foundation for cultural change and sustainable business value.