Systemic Friction
Mandatory steps and confusing handoffs fuel high Customer Effort Scores (CES) and user frustration.
Return On Experience Redefined
Boost customer loyalty and organizational alignment by eliminating systemic friction with service design.
Book a strategy call
Hidden Cost of Poor Experience
Fix the root causes, not just the symptoms
Silo-Driven Inconsistency
Misaligned departments force customers to repeat information or navigate conflicting requirements.
Uncontrolled Churn
Detractors erode growth while Passives defect to competitors offering simpler, more coherent journeys.
From Friction to Flow
Bridging expectations and reality with service design
01
Research
Stakeholder analysis and friction mapping.
02
Ideate
Cross-functional alignment and co-creation.
03
Prototype
Service blueprinting and experimentation.
04
Implement
Performance tracking and rollout.
Results That Matter
Quantifiable return on experience
Boost Customer Loyalty
Eliminate Detractor behavior and turn Passives into Promoters to raise NPS and drive organic growth.
Lower Customer Effort
Prototype the redesigned journey to ensure mandatory steps are intuitive, lowering CES.
Reduce Cost to Serve
Shift customers to seamless self-service, reduce repeat contacts, and optimize staffing.
Take It From Others
Reviews from other collaborations
The recommendations offered at the end of the research sprint took the customer experience to the next level.
Ieva Bauma
INDEXO
Expert in different tools to run the design sprints.
Agnese Strazda
Children`s Clinical University Hospital
Highly skilled and talented at engaging others in the design thinking process.
Solvita Zute
Latvijas Pasts
Meet The Consultant
Leading service design expert in the Baltics
Karlis Jonass
Service Design Consultant
Kārlis Jonass helps corporate executives achieve quantifiable Return On Experience (ROX) by implementing a Service Design approach that bridges the gap between customer expectation and internal reality. He has worked with hundreds of corporate and startup teams internationally, driving cross-functional alignment and co-creation with Design Sprints.
Supported teams
Facilitated workshops
Years of experience