See your business the way a new customer meets it.
Your systems say every step worked. Your customers still get stuck. We show you where, why, and what to improve first.
Three views of one journey
- Pick an industry
- Select an amber step
- Switch to Reassessment
- Worksstep works as expected
- Stuckslows the customer down
- Contactcustomer has to call or message
- Resolvedfixed at reassessment
- Partly fixedbetter, still open
- 84step score out of 100
- Observation
- Possible effect
- Recommendation
- Where
- Measure
- Reassessment
The journey score is the average of the six step scores shown in the customer boxes. Implementation stays with your teams. Illustrative journeys, not client results.
Quick answers
- What does it cost?
- From US$2,000. Fixed fee once scope is agreed.
- How long does it take?
- Snapshots in days; a single-journey review in a small number of weeks.
- What do you need from us?
- Nothing to start. No system access, data or logins.
- What do we receive?
- Concise evidence, ordered priorities, practical recommendations and measures.
- Is it confidential?
- Yes. Client findings stay confidential unless you agree otherwise in writing.
- Who does the work?
- The founder leads every assessment personally.
Where customers get stuck.
Your teams know how the business is meant to work. We add the customer view: what people can actually see, understand and complete.
Support requests customers should not need to make
Unclear information, failed self-service and disconnected handoffs that lead customers to ask for help.
Abandoned purchases
Customers intend to buy or book, but unclear steps or missing information stop them completing.
Broken handoffs
Customers repeat information or lose context between digital journeys, teams or channels.
Expectation and reputation gaps
Reviews, search, AI assistants or intermediaries set a different expectation from the experience customers receive.
We distinguish what we observe from possible causes. Internal causes need further evidence from your teams.
Assess. Prioritise. Recommend. Reassess.
Tell us which journey concerns you. We reply by email to agree the context and a suitable starting point.
Assess
Establish what customers actually encounter.
Prioritise
Rank issues by customer impact and potential business consequence.
Recommend
Define practical actions and measurable success indicators.
Reassess
Return after changes and independently verify what improved.
Implementation stays with your teams and delivery partners. Reassessment is included where stated in the agreed scope.
Seven stages of the customer journey.
Across your full digital footprint: website, apps, emails and messages, app store reviews, Google Maps reviews, review platforms, search and AI answers, and social media. Each stage is assessed against fixed criteria, so a reassessment measures real change.
Discovery & website
Can the right buyer find you and understand you quickly?
Product & proof
Is there a reason to believe you, beyond your own words?
Purchase & conversion
Can they see the price, trust it and complete it?
Activation
Does the first real use go the way it was promised?
Everyday value
Can customers help themselves before they contact you?
Support & consistency
Do all your channels tell the same story?
Retention & advocacy
Do customers come back, and say so publicly?
Observed, not assumed
We separate what we observe from possible causes.
Outside in
We see what your customers see: the view you can't get from inside.
Independent
No commission or referral fee from any vendor we might recommend.
Choose the right assessment.
Engagements are fixed fee once scope is agreed, set by the journeys, markets and depth required.
Experience Snapshot
- Concise findings with supporting evidence
- Key friction and confidence gaps
- Prioritised next steps and success measures
- Focused snapshots are typically delivered in days; timing is agreed before work begins
- Reassessment is not included unless separately scoped
Outside In Experience Review
- Journey evidence and friction analysis
- Likely business impact
- Prioritised recommendations
- Agreed success measures
- A single journey review is usually delivered in a small number of weeks
- Reassessment is included only where stated in the agreed scope
Strategic Experience Assessment
- Assessment across selected journeys and channels
- Prioritisation of what matters most
- Executive roadmap
- Measurable success criteria
- Reassessment after change
Ongoing Experience Assurance: from US$5,000/month. Scheduled reassessment, monitoring and executive review across agreed customer facing journeys.
Assessments across multiple markets or brands: scoped individually based on markets, journeys, locations, channels and assessment depth. Discuss your challenge
Fees are indicative starting points. Final proposals can be issued in USD, GBP, SGD, EUR or AUD and reflect scope, markets, locations and complexity.
Industries and example journeys
Startups & SaaS
Sign up · pricing · onboarding · billing
Retail & E-commerce
Product pages · checkout · delivery · returns
Hospitality & Hotel Groups
Booking · OTA · reputation · before arrival · multiple properties
Banking & Financial Services
Trust · onboarding · service journeys
Telecom & Technology
Onboarding · self service · transformation assurance
Digital Transformation
Migration · new apps · self service · assurance
Automotive
Discovery · test drives · digital to physical
Property Development & Real Estate
Discovery · enquiry · show units · handover
Healthcare & Medical
Appointments · patient information · billing
Government & Public Services
Completion · confidence · accessibility · continuity
Explore the live calculator.
Explore how support demand and adjustable assumptions affect an illustrative business scenario.
Cost of the Question Beta
Model the cost of avoidable questions
- Purpose:
- test how avoidable questions could affect service demand and commercial opportunity.
- Inputs:
- your contact volumes and adjustable assumptions.
- Output:
- potential handling capacity, cost impact and sales contribution shown separately.
- Limit:
- an illustrative scenario, not a measurement, forecast or guaranteed saving.
Asange Jayathilake
Over 20 years across customer service, quality assurance, solution architecture, system integration and large scale digital transformation in telecoms, technology and enterprise environments. Zayphire applies that operational experience to independent outside in customer experience assessment.
Questions buyers ask before the first conversation.
Not answered here? Tell us in the enquiry form.
How is this different from UX research or mystery shopping?
UX research tests a design with users; mystery shopping checks a script. We assess the whole customer journey, tie each finding to evidence and likely impact, and reassess so you can see what changed.
Do you implement the changes?
No. Implementation stays with your teams and delivery partners. We recommend what to change, agree how success is measured, and reassess where that is in scope.
What if you don't find much?
Then you have independent evidence that the journey works, which is useful for a board or budget decision.
Can we start small?
Yes. The free five-question review or an Experience Snapshot from US$2,000 are both designed as a first step.
Where do you work, and in which time zone?
We work with clients worldwide, remotely and from the outside in. We are based in Asia-Pacific (UTC+8) and schedule calls to suit your time zone. ZAY FUTURE LTD is registered in England and Wales.
Discuss your challenge.
Tell us where customers appear to stop, struggle or need help. We will reply by email to discuss the context and a suitable starting point.
Prefer to start small? Get a free five-question review.
Sorry, your enquiry could not be sent. Please email hello@zayphire.com and we will reply directly.