The Experience Architecture Index is a 7-minute strategic assessment that reveals whether your client experience is building loyalty by design, or quietly leaking it.
You've invested in your operations, your team, your processes. Things are working. But are they designed? The difference matters. A working experience depends on people; their effort, their attention, their instinct. A designed experience is built into the structure; it holds up when people have bad days, when the team changes, when you grow.
And whether that strength is by design or by effort; a distinction that matters as you grow.
The layer, if designed intentionally, that would unlock the most growth for your specific organisation.
A personalised result with specific insights into your strongest and weakest dimensions.
7 minutes | Free | For leaders who've already done the work and want to know what to do next
The Index measures each layer independently, so the result is precise, not general. You'll see exactly where the design is holding up and where loyalty is leaking.
Operational trust and friction discipline. How well your systems and processes work together to deliver a reliable experience.
Are your clients doing work your systems should be doing?
End-to-end experience design. Whether the journey from first contact through to ongoing engagement has been deliberately designed as one connected experience.
If your best person left tomorrow, would the experience hold up?
Strengthened belief and reduced doubt by design. Whether confidence in the relationship is built into the systems, or depends on how proactive the team is.
Does your experience build confidence automatically, or only when someone remembers to check in?
Contextual adaptation and personalisation. Whether the experience adapts based on what you learn about each client, or treats everyone the same.
Does your experience get smarter over time, or repeat itself?
Visible momentum and felt progress. Whether clients can see and feel their own progress through early wins, visible milestones, and measurable time-to-value.
Do your clients know the experience is working, or do they just hope it is?
Long-term relationships that grow engagement and advocacy. Whether the experience is designed to deepen over time, not just deliver in the moment.
Are your longest-standing clients your loudest advocates, or your quietest?
Not a seventh layer; a multiplier that cuts across all six. Whether your experience is distinctively yours, or simply competently delivered. Have you designed moments that competitors can't replicate? Do your values show up in ways that are unmistakably yours?
Competence builds retention. Distinctiveness builds advocacy.
15 minutes. Free. Personalised to your organisation.
Your results are categorised into one of three tiers: Survival Builder, Intentional Designer, or Experience Architect. Each tier comes with specific insights into your strongest and weakest dimensions, and a clear picture of where the biggest return on design investment would be.
I personally review every response. If your profile has patterns worth exploring, I'll reach out with a deeper analysis and an invitation to talk through what I found.
This isn't a satisfaction survey. It's a strategic diagnostic for leaders who've already done the work and want to know what to do next.
Ready to go deeper? Book a Discovery CallThe experience works, but it's being held together by effort rather than design. Great people are compensating for systems that haven't been intentionally structured.
There's real structure here. You've started designing, not just patching. But something is still creating a ceiling; the experience doesn't yet feel unmistakably yours, and the loyalty it generates doesn't compound the way it should.
Your experience is genuinely well-designed across most dimensions. The opportunity now is refinement; making the entry experience match the ongoing relationship, and ensuring the architecture scales with you.