Customer Experience Design Consultancy that drives Growth

A customer experience design consultancy helps businesses move beyond assumptions and create services, journeys, and interactions that customers actually value.

At Proto, we focus on what matters most — designing with precision so every touchpoint feels human, effortless, and commercially effective.

Our CX design consultancy turns insight into action. We cut through the noise, structure data into clear direction, and guide decisions that improve customer loyalty while driving measurable business growth.

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 show you how customers really experience your organisation today.

  • Evidence-based mapping of every stage, channel, and touchpoint

    Clear insight into customer needs, emotions, and expectations across the journey

    A sharp view of the biggest gaps, friction points, and missed opportunities that matter most

What we create

As a cx design consultancy, we create maps that cut through the noise and guide smarter investment.

  • Visual maps that simplify complex journeys and make them easy to share

  • Prioritised improvements that direct effort to the highest-value opportunities

  • A roadmap that aligns teams around what customers value most.

What it delivers

Our Customer experience design consultancy helps you use journey maps to create action, not just reports.

  • Step-by-step guidance to turn maps into measurable improvements

  • ROI frameworks that prove the impact of changes across the journey

  • Governance tools that keep journeys relevant 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.

A colorful bar with various shades of purple, blue, cyan, and black.

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.

  • secure-parking-digital-transformation-barriers-removed

    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.

  • Investor Confidence in Financial Services

    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.

  • Westpac Credit Card Experience

    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.

Customer Experience Design Consultancy

A customer experience design consultancy provides organisations with a more straightforward path to growth by designing services, journeys, and interactions that customers truly value. At Proto, we combine evidence-led research with proven design frameworks to create experiences that feel effortless for customers and are commercially effective for business. Every touchpoint is carefully crafted to reflect your brand promise, deepen loyalty, and deliver measurable results.

By aligning customer insight with practical application, our consultancy helps you move past assumptions and design experiences that foster long-term engagement and sustainable growth.

At Proto, we take the time to step into your customers’ shoes. We surface the friction points they experience, uncover the opportunities they value, and design practical solutions that lift both loyalty and commercial performance.

The Challenge We Solve

Most organisations already know that customer experience is essential, but the execution often falls short. Internal teams get caught up in complexity, and without a clear design strategy, journeys become fragmented, inconsistent, and costly.

That’s where our CX design consultancy steps in. We provide the structure, frameworks, and clarity to align teams around the customer and ensure every interaction strengthens — not weakens — the relationship.

Our Approach

Our work is grounded in evidence, not assumptions. We use human-centred research to map journeys, prioritise opportunities, and design experiences that are simple to deliver and powerful to experience.

Through our consultancy, you gain:

  • Clarity: visual maps and frameworks that make the customer journey easy to understand and share.

  • Alignment: a roadmap that brings teams together around the highest-value opportunities.

  • Confidence: step-by-step guidance and ROI frameworks to prove the impact of changes.

The Impact

Great design is more than aesthetic. It reshapes culture and delivers measurable growth. With Proto as your customer experience design consultancy, you don’t just get a new map, you get a capability embedded inside your business.

The outcome? Seamless experiences that reflect your brand promise, customers who feel valued at every interaction, and a business that grows with confidence.

Why Invest in Customer Experience Design Consultancy

Customers no longer judge brands solely on products and price. They expect intuitive, consistent, and personalised experiences across every channel. Without a clear design strategy, organisations risk fragmented journeys, inefficiencies, and missed opportunities.

Our customer experience design consultancy services uncover unmet needs, align teams, and build experiences that anticipate customer expectations. We bridge the gap between strategy and execution, ensuring every decision is grounded in evidence and every interaction contributes to stronger loyalty and measurable business results.

From Insight to Execution

What sets Proto apart is our ability to turn customer insight into action. We don’t just map journeys; we design and deliver them. Through our CX design consultancy approach, we integrate research, service design, and journey mapping to build solutions that work in the real world.

We prioritise high-value opportunities, create roadmaps that guide teams, and design frameworks that prove impact over time. This means leaders make confident decisions, teams execute with clarity, and customers experience seamless interactions that reflect the best of your brand.

CX Design Consultancy That Delivers Results

With Proto, design isn’t a one-off project - it’s a capability that embeds customer focus across your organisation. By utilising data-driven research and live testing, we replace guesswork with clarity, empowering your teams to deliver experiences that truly matter.

The result is more than a smoother journey. It’s cultural change, stronger loyalty, and measurable growth. That’s what a customer experience design consultancy should deliver.