Services

Experience Gap Audit

A structured review of the touchpoints that shape how customers experience your organization, from your website and digital presence to communication, onboarding, and service processes.

What you get: A prioritized findings report with clear recommendations so you know what deserves attention first.

Customer Experience Review

A focused evaluation of how customers move through a specific interaction or channel, in-person, digital, or both. Includes observation, interviews, or testing with your current or potential customers. Useful when you suspect friction exists but aren't sure where it's coming from or how significant it is.

What you get: Documented findings, identified friction points, and actionable recommendations tied to your specific context.

Experience Research and Advisory

Partner with me to conduct research that reveals how your customers actually experience your organization, not how you assume they do. Includes research planning, execution, and synthesis into findings your team can act on.

What you get: Research findings, journey maps, service blueprints, or other deliverables based on project scope.

Strategy Session

A focused conversation to identify where assumptions may be affecting your customer experience and where to focus first. Useful before a larger engagement or when you need clarity on what the right next step is.

What you get: Prioritized recommendations and action steps. Scope varies by session length.

Presentations and Workshops

Engaging sessions on customer experience, the gap between business assumptions and customer reality, and how organizations can make better decisions with limited resources. Customized to your audience and context.

What you get: A session built around your organization's needs, including Q&A and a curated resource list.

What Clients Are Saying

Working with Lisa and ServiceEase was such a valuable experience for us as a small nonprofit organization. Lisa was able to understand our logistical challenges in hosting and booking community events and provide a UX audit that prioritizes the user experience while enabling our staff to minimize logistical and administrative challenges. Her recommendations were clear, immediately actionable, and geared to our needs as an organization. Using her recommendations, we were able to optimize our website for mobile viewing and event booking, and have seen an immediate positive impact on our client's experience "

- Ashley Hawkins, Executive Director, StudioTwoThree

I met Lisa from ServiceEase a year or so ago at a business round table event where she discussed some of the UX and usability capabilities her company offered. A few months later I decided to contact Lisa to learn more about how she could assist me with recommendations for the UI underway on our ecommerce website. After a brief discovery meeting Lisa promptly accessed the requirement and shortly later provided a UX Audit proposal customized to our needs. The resulting audit findings were comprehensive and extremely insightful. Her findings identified some key areas of the platforms UX that we were struggling to narrow down on and fully articulate solutions. The services received have been instrumental and well worth the time and money spent. I only thought of about 15-20% of what she found.

- Jon Thomas, Top Cou-Ture LLC

Case Studies

Mobile phone laying on wood grain desk. Loan application on screen.

Reducing Friction in the Loan Application Process

Utilized a through UX Audit to improve the online auto loan application process for a regional credit union, which is crucial for attracting new members.

Read Credit Union Project

Laptop on desk with invoice on screen surrounded by multiple paper invoices floating around laptop.

Aligning Product Decisions with Real User Needs

Used a strategic mix of group interviews and surveys for a leading online recruitment platform, to uncover critical insights that not only invalidated the development team's initial hypothesis but also prioritized key payment issues for targeted improvements. This saved valuable resources and aligned the product team's roadmap with actual stakeholder's needs.

Read Recruitment Platform Project

Experience Gaps Are Rarely Visible From The Inside

Experience Gap Audit

Customer Experience Review

Experience Research and Advisory

Strategy Session

Presentations and Workshops

What Clients Are Saying

Case Studies

Reducing Friction in the Loan Application Process

Aligning Product Decisions with Real User Needs

Ready to understand what to fix first?

Experience Gaps Are Rarely Visible From The Inside

Experience Gap Audit

Customer Experience Review

Experience Research and Advisory

Strategy Session

Presentations and Workshops

What Clients Are Saying

Case Studies

Reducing Friction in the Loan Application Process

Aligning Product Decisions with Real User Needs

Ready to understand what to fix first?

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