CUSTOMER-EXPERIENCE DESIGN FOR SERIES A–C SOFTWARE & DTC

You're winning customers
and quietly losing them.

We design the experience that makes them stay.

For founders, Heads of Product, and growth & CX leads at venture- and PE-backed software and DTC companies. We redesign the onboarding, activation, and retention moments where hard-won customers slip away.

Take the free Customer Experience Gap Scorecard

SPILLAGE

You closed the deal.
Then the experience
let them go.

Every gap between the promise you sold and the product they live in is a customer walking out the back door. It usually happens in three places.

ONBOARDING

They signed up excited.
Day one, they're lost.

First-run friction and empty states quietly kill the momentum you paid to create.

ACTIVATION

They never reach the
moment it clicks.

Without a designed path to first value, most signups stall before the "aha" that predicts they'll stay.

RETENTION

They quietly stop
showing up.

No habit, no reason to return, and churn shows up a quarter later like clockwork.

PROMISE → DELIVERY

Acquisition gets the credit.
Retention pays the bills.

You've spent real money earning attention. We make sure the experience on the other side of the click actually keeps it, so growth compounds instead of draining away.

Find your biggest spillage

FREE · 2 MINUTES

The Customer Experience
Gap Scorecard

Answer five questions about the journey from promise to delivery. We'll show you exactly where you're most likely losing customers, and email you the full teardown with benchmarks.

  1. 1 New customers reach a real first win inside their first session.

  2. 2 Most signups hit the "aha" moment that predicts they'll stick around.

  3. 3 Customers build the product into a weekly habit.

  4. 4 You can name exactly why customers churn, and the number is shrinking.

  5. 5 You capture why people leave and act on it fast.

No spam. We'll email your full scorecard and delete your data on request.

HOW DELIGHT WORKS

Five moves that turn
signups into stayers

One flat subscription. Send us your asks, handled one at a time, as many as you like. Every engagement runs the same loop, and every step is tied to a number that shows up in retention or activation.

  1. 01

    Listen

    We sit with your data, your team, and your churned customers to find where the promise breaks.

    Outcome A ranked map of the moments costing you retention.

  2. 02

    Map

    We chart the real journey from first click to renewal and mark every drop-off and dead end.

    Outcome A clear path to your product's activation "aha" moment.

  3. 03

    Design

    We redesign the highest-leverage moments end to end: onboarding, empty states, and key flows.

    Outcome Higher activation rate on the flows that predict retention.

  4. 04

    Ship

    We hand your engineers build-ready design, then work alongside them so it actually goes live.

    Outcome Fixes in customers' hands in weeks, not quarters.

  5. 05

    Refine

    We measure what shipped, learn, and improve the next moment, every single month.

    Outcome Compounding lift in repeat rate, NPS, and net revenue retention.

WHAT WE'D DO IN YOUR FIRST 30 DAYS

A sample teardown, before
you pay for a thing

We're early and choosy about the logos we put on this page. So instead of borrowed metrics, here's exactly how month one looks. This is the plan we'd run on your product.

  1. WEEK 1 · LISTEN

    Find the spillage

    Funnel + session review, 5 customer interviews, and a churn read. You get a ranked list of where customers are slipping.

  2. WEEK 2 · MAP

    Chart promise → delivery

    A journey map from ad to renewal with every drop-off marked and the single highest-leverage fix circled.

  3. WEEK 3 · DESIGN

    Redesign the moment that matters

    Build-ready designs for your onboarding or activation flow, the one most likely to move retention.

  4. WEEK 4 · SHIP & MEASURE

    Get it live, watch the metric

    We support the build, define the success metric, and set up the measurement so month two proves itself.

PRICING

One subscription.
Whatever it takes to make them stay.

Most CX and design shops hide the number until the third call. Here it is.

MONTHLY SUBSCRIPTION

$5,995/month

One flat subscription. Send us your asks: research, journey mapping, product and interaction design, handled one at a time, as many as you like.

Pause or cancel anytime. No hiring, no procurement, no upfront cost.

Start with the Scorecard

PROJECTS

Let's scope it

For larger, more involved engagements, like a full onboarding rebuild or activation overhaul, we'll shape the work together.

Fixed scope, fixed timeline.

Talk to us

Who it's for

Series A–C, venture- or PE-backed software & DTC teams with real traffic and a retention or activation spillage, where the founder, Head of Product, or growth/CX lead owns the number.

Who it's not for

Pre-revenue or pre-traffic startups, agencies looking to white-label us, or one-off logo and brand jobs. If there's no experience live yet, we're early for you.

WHY DELIGHT

Most products were built
to be used, not loved

Growth teams optimize the funnel to the sale. Almost no one designs the experience after it. That gap is where your churn lives, and where we work.

STOP THE SPILLAGE

See where your
customers slip away

Take the 2-minute Scorecard for your biggest spillage, or book a 20-minute call and we'll walk your funnel together.

Take the Scorecard Book a time