The SHiFT Catalyst is a one-day strategic intensive designed to turn a beige, fragmented customer or employee experience into a coherent one that stands out from the crowd; with a deliberate plan for where tech and AI help and where they don't.
You've done the work; the CRM rollout, the brand refresh, the leadership offsite, the new intake process. Still it feels like growth is breaking you.
The board is asking for growth, the team is stretched, the marketing person is doing three jobs. Participants and families are noticing the gaps before leadership does; staff are leaving for organisations that seem to have it more together, even when your mission is stronger.
It's not that what you've done is wrong; it's that the pieces sit alongside each other instead of connecting. Those solutions weren't designed for your reality.
A coherent experience is what turns purpose into retention, referrals, and reputation. Designing that is what we do here.
Designed for up to five of your leaders; to turn a fragmented customer or employee experience into a coherent one that makes you stand out, with a deliberate plan for where tech or AI helps and where it doesn't.
You bring the complexity of your real environment. We bring the design lens, the sector depth, and the SHiFT methodology. Together, in one focused day, we map what's actually happening, design what should be, and close with a plan your team can act on.
You're in disability services, aged care, health, or community services
You've already invested in CX, EX, or technology and want it to actually work for you
Your team is under 200 staff with $7M+ revenue and budget for strategic design
You're looking for a templated process map or a brand refresh
You want a consultant to just tell you what to do without collaboration
Your organisation has a negative impact in your community
This is a strategic intensive built like an iceberg; most of the value is in what happens before and after the day itself.
1 to 3 weeks before
The working session
The fortnight after
Five named artefacts. Designed by us, owned by you, ready to act on.
Designed and delivered as a working document your team can use on Monday; not filed away and forgotten.
Designed end-to-end; the door your participants or staff walk through, built to reflect your values at every touchpoint.
Built with the Think Then AI methodology: where AI amplifies your team, where it doesn't, and where it's a clear no.
Named owners and metrics. Not a wish list; a plan your team built and actually owns.
Two to four weeks post-session, locked in your calendar before the day ends. Because implementation always surfaces questions.
In purpose-led sectors, AI shouldn't replace the people doing good. It should multiply their capacity to do it. Think Then AI is the methodology that runs underneath every decision in the day.
I'm Catalina; an Argentine-born industrial designer and service strategist based in Melbourne. My career has been at the intersection of human experience and systems change; from designing a bathroom that can be built in eight hours with no prior knowledge, to building the Employee Experience team at RMIT University, to co-designing service systems across more than ten councils in Victoria.
I founded SHiFT with Purpose because I kept watching the same pattern repeat: purpose-led organisations with good people and real intent, whose participant, client and employee experiences were being held back by systems and structures that were never designed for them.
I work with everyone from the shop floor to the board room and beyond. I'm directly and deeply involved in every engagement; from the first workshop to the final handover. Continuity of thinking is part of the design.
Moving countries teaches you to read unfamiliar environments quickly. To notice what others have stopped seeing. To ask the question the room has decided is too obvious, or too uncomfortable. That's the lens every engagement starts with.
Cata Bonavia, Founder, SHiFT with Purpose
"We were looking for a unicorn, and we found her. We needed someone who could do it all, and I honestly didn't think they existed. We interviewed service designers and a few larger creative agencies, but SHiFT With Purpose was the only one that took the time to understand us and didn't propose a cookie-cutter approach. For us it is critical that our participants feel heard and engaged, and Catalina's approach exceeded our expectations. I never have to worry about anything; she's the dream."
Sarah Exton
Chief Experience Officer, Waverley Social Enterprises
$5,000 + GST
What that buys you: a fortnight of strategic design work compressed into one focused day, five named artefacts you can show your board, an AI plan you can trust, and a 90-day map your team owns.
What it replaces: months of meetings that go nowhere, rework, and the quiet cost of staff who leave because the systems don't support meaningful work.
Many clients find the Catalyst pays for itself within months; when one participant who would have disengaged stays, or one staff member who would have left finds the role still works for them.
One participant who disengages in the first 30 days
One staff member who leaves because the systems make meaningful work harder than it should be
One referral partner who stops sending people your way
None of these show up as a line item. But they compound. Most clients find the Catalyst repays itself within months.
You're already spending that time; it's just spread across meetings that go nowhere, rework, and putting out fires. The Catalyst replaces months of unproductive effort with one focused day and a plan. The cost of not doing this is higher than the cost of doing it.
Consider the cost of the current experience. One participant who disengages in the first 30 days. One staff member who leaves because the systems make meaningful work harder. None of these show up as a line item, but they compound. Most clients find the Catalyst repays itself within months.
Large corporates have entire CX departments and still fail to implement. You don't have a strategic team that can work with your ops team to make things happen; which is precisely why you need someone who can do this work alongside you. The organisations serving the most complex and vulnerable communities are usually the ones with the least resources to design experience properly.
Research only goes where it can be acted on. We are firm believers that if we find a restriction and a real need, we have an excellent challenge to tackle with creativity grounded in reality. We never ask questions we're not prepared to act on; the scope is shaped by your real-world constraints from the start.
That's the most common thing we hear. And exactly the opposite of what our clients say about working with us. Most consulting produces reports, not implementation. The work here is co-designed with your team, and we stay alongside you to implement. There is no blue-sky thinking that can't be implemented; the changes hold because your people built them with us.
So are we. That's exactly why this work exists. AI in this context amplifies your team; it doesn't reduce headcount. The Think Then AI methodology is human-centred from the first question. Nothing gets automated without deliberate, ethical consideration.
Regulated environments are where this works best. Every solution is designed within your real constraints; including funding models, audit requirements, and workforce limitations. If your team can't deliver it within your regulatory environment, we won't design it.
Book a 30-minute discovery call. We'll talk about what's happening for you, whether the Catalyst is the right next step, and what a day together would look like.
No pitch. No pressure.
