How We Can Help
We offer three core services that help organizations understand and improve customer experiences through research, strategic planning, and thoughtful design.
Back to HomeServices That Build Understanding
Each service addresses different needs in customer experience improvement work. Organizations often begin with journey mapping to understand current experiences, move to strategy development for planning improvements, then to service design for detailed implementation work.
Services can be combined or used independently depending on your situation and needs. We'll help you determine which approach makes sense for your organization.
Customer Journey Mapping
¥980,000 per journey
Research-based documentation of how customers experience your organization across all touchpoints. We gather customer insights through interviews, observation, and data analysis to reveal patterns in current experiences.
Journey maps make visible what customers actually experience rather than what organizations intend to deliver. They reveal pain points, moments that matter most to customers, and emotional dynamics throughout relationships. This foundation enables targeted improvements based on actual customer experience rather than internal assumptions.
What's Included
- Customer research through interviews and observation
- Detailed journey map showing touchpoints and experiences
- Pain point and opportunity identification
- Emotional journey documentation
- Collaborative analysis workshops with your team
- Improvement opportunity recommendations
Experience Strategy Development
¥1,800,000 per strategy
Strategic planning for customer experience improvement aligned with brand positioning and business objectives. Strategy work defines target experiences, prioritizes improvement initiatives, and establishes experience governance.
We balance customer needs with operational feasibility and business viability. The strategy provides direction for experience investments across marketing, operations, and service delivery functions. This work moves from understanding current state to defining desired future experiences and planning how to achieve them.
What's Included
- Current state assessment through research and analysis
- Target experience definition aligned with brand
- Prioritized improvement roadmap
- Experience governance framework
- Measurement approach and success criteria
- Stakeholder alignment workshops
- Implementation planning guidance
Service Design
¥1,450,000 per service
Detailed design of service experiences and the systems that deliver them. Working from strategy and journey insights, we design improved touchpoints, processes, and supporting elements.
Service design addresses both customer-facing interactions and behind-the-scenes operations that make experiences possible. Prototyping and testing validate designs before implementation. This engagement transforms strategy into actionable service specifications your team can implement.
What's Included
- Collaborative design workshops
- Detailed touchpoint design specifications
- Service blueprint showing front and back-stage elements
- Prototyping and testing with customers
- Process redesign for operational delivery
- Implementation support and guidance
- Design documentation and specifications
Choosing the Right Service
Different services address different needs. Here's guidance on which might serve your situation.
Start With Journey Mapping When...
You need to understand current customer experiences before planning improvements. Journey mapping provides the foundation for strategic planning and design work by revealing what customers actually experience.
This service works well when you're beginning customer experience work or when you want to understand a specific customer journey in detail.
Move to Strategy Development When...
You understand current experiences and need to plan systematic improvements. Strategy work takes insights from journey mapping (or other research) and translates them into actionable improvement plans.
This service helps when you have multiple potential improvements to consider and need to prioritize and sequence them effectively.
Engage Service Design When...
You know what you want to improve and need detailed specifications for implementation. Service design takes strategic direction and creates specific, testable designs ready for implementation.
This service works when you're ready to move from planning to actual experience redesign and need detailed guidance for implementation.
Not sure which service fits your situation? We're happy to discuss your needs and help you understand which approach would serve you well. No obligation, just conversation about what might work.
How We Work Together
Regardless of which service you choose, our collaborative approach remains consistent.
Initial Consultation
We discuss your situation, needs, and what you hope to achieve. This conversation helps us understand whether our approach fits and which service would serve you well.
Project Planning
We work with your team to plan the engagement, including timelines, team involvement, and specific deliverables. Clear planning ensures everyone understands expectations.
Collaborative Work
We work alongside your team through research, analysis, and design phases. Regular collaboration ensures solutions fit your context and builds internal understanding.
Implementation Support
We provide guidance as your team brings designs to life. This support helps maintain design intent while adapting to implementation realities.
Understanding the Investment
Service fees reflect the time and expertise required to deliver quality outcomes. Here's what pricing includes and how to think about value.
What's Included in Pricing
All fees include research planning and execution, collaborative workshops, analysis and synthesis work, design development, documentation, and implementation guidance. Your team gains not just deliverables but also understanding of how we approach customer experience work.
The investment covers both immediate outcomes and capability building within your organization. Teams that participate actively develop skills they can apply to future work independently.
Ready to Explore What's Possible?
Let's discuss your situation and which service might fit your needs. We'll help you understand what to expect and how we might work together effectively.
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