01Spark · Product strategy
Design the whole experience, not just the app.
Customer experience strategy across every touchpoint: website, app, WhatsApp, support, delivery and after.
- Typical time
- 3–5 weeks
- Price
- Spark from ₹3 lakh
Who it's for
- 01Consumer brands with many touchpoints
- 02Service businesses going digital
- 03Companies with rising support costs
Why it matters
Customers don't experience your app in isolation. They experience the ad, the website, the sign-up, the WhatsApp message, the delivery and the support call. CX strategy makes all of them feel like one brand that knows them.
What you get
Everything you'll hold at the end.
- 01
Journey map
Every step a customer takes, across every channel.
- The ad, the website, the WhatsApp message, the delivery, the support call.
- 02
Pain points
Where customers struggle, wait or leave.
- Found in customer interviews, support logs and reviews.
- 03
Moments that matter
The few steps that decide loyalty.
- Stores, delivery and phone support count too.
- 04
Service blueprint
What happens behind each step, by which team.
- Which team does what, behind each step.
- 05
CX roadmap
Prioritised fixes and new experiences.
- Shape, Build and Grow can deliver the fixes.
- 06
Metrics
How you'll measure satisfaction and retention.
- So you can see whether it worked.
A working demo every week.
You see progress, not status reports. A link you can tap, every week.
How it runs
Clear steps. No surprises.
Typical time: 3–5 weeks. You get the exact dates in writing before we start.
- 01
Listen
Customer interviews, support logs, reviews.
- 02
Map
The current journey and its pain points.
- 03
Design
The future journey and service blueprint.
- 04
Plan
A prioritised CX roadmap.
Our promises, on this service too
- Scope signed in writing. A one-page scope you approve before work starts.
- One accountable lead. Their name and number on day one, and they answer.
- A working demo every week. A link you can tap, every week.
- QA inside every sprint. A test report with every demo.
- Dates published up front. A timeline you can share with your board.
Price & time
from
₹3 lakh
Part of Spark, or quoted on its own.
- Typical time
- 3–5 weeks
- Next step
- Fixed quote in writing after the first call.
FAQ
Questions founders ask before they start
Something else? Ask us directly. A real person replies within one working day.
Is this only for big companies?
No. Growing brands benefit most, before bad habits set in.
Does it include building the fixes?
The strategy tells you what to fix; Shape, Build and Grow can deliver it.
Do you include offline touchpoints?
Yes: stores, delivery and phone support are all part of the journey.
Who owns the work?
You do. Every file, design and line of code is yours on payment.
Can you sign an NDA?
Yes, before the first call if you like.
How do we start?
Book a call. Within one working day you'll talk to a real person, and after the call you'll get a fixed quote in writing.
CX strategy.
Done properly.
Tell us what you need. In one call you'll know what it takes, how long, and what it costs.
- 3–5 weeks
- typical time
- In writing
- scope and dates, before we start
- 100%
- code, files and accounts are yours