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We identify the moments where your service feels unclear, frustrating, or impersonal for the people who use it.
We deliver an actionable insights package that shapes your future strategy helping you elevate customer satisfaction and drive sustainable growth.
We all know the frustration of bad services with confusing instructions, repeated steps, and a lack of clarity about what happens next. Often the biggest problems go unnoticed by management.
Most people won’t complain directly. Instead, they share negative experiences within their networks and simply leave. These hidden moments quietly damage trust and reputation.
Don’t let this happen to your organization. We help you see the user’s perspective by providing an honest outside view of what really works and what doesn't.
Why you need an outside perspective on your service:
Fresh Eyes, Zero Bias
Fresh Eyes, Zero Bias
Your internal teams often become blind to everyday flaws. We experience your service exactly as your visitors do to catch the hurdles your staff might overlook.
Evidence Over Guesses
Evidence Over Guesses
We rely on concrete facts rather than assumptions. We step outside to gather insights directly from the people experiencing your service.
The Unfiltered Truth
The Unfiltered Truth
Free from internal politics, we deliver the objective and clear reality leadership needs to make confident impactful changes.
Services
Services
We offer a three level approach to advance your service:
(Quick Wins)
Remote service evaluation to uncover immediate friction and quick wins.
(Quick Wins)
Remote service evaluation to uncover immediate friction and quick wins.
Ideal for quickly understanding where and why you are losing prospective clients, where your service is poorly organized, and why customers choose others over you. Depending on your niche and challenges, we conduct remote research such as:
Mystery Shopping: We test your intake and communication channels by playing the roles of diverse real-world users. You receive a concise summary of what goes well and what goes wrong in the initial communication, plus an actionable list of improvements your team can implement immediately.
User Interviews: We interview your users as external experts, providing deep insights into how they feel across your service and what needs to be fixed.
Employee Interviews
(Deep Dive)
Uncovering invisible friction through on-site qualitative research.
(Deep Dive)
Uncovering invisible friction through on-site qualitative research.
Here, we don’t just ask your customers what they think—we observe what they actually do. We step into your real-world environment (on-site). Depending on your niche and needs, we apply tailored research methods to understand how users truly experience your service:
In-depth semi-structured interviews on-site
Ethnographic observation & contextual inquiry
Focus groups
Service safari / mystery shopping
Shadowing
Diary & experience studies, and more.
We deliver a comprehensive Customer Journey Map highlighting clear friction points, invisible break-off points, and precise moments where people get stuck halfway. You receive actionable solutions to improve the experience with a human touch and shape your future strategy.
(End-to-End)
(End-to-End)
Service Redesign
Service Redesign
A full-cycle strategic partnership. We don’t stop at diagnosing problems—we work alongside your team to redesign onboarding and service delivery from scratch. Once we diagnose the challenges that frustrate your clients and drive them away, we benchmark industry standards, co-create ideas with your customers and team, prototype solutions, and test them. Finally, we either help you implement the changes or provide clear, realistic guidelines that align with your organization’s actual capacity, ensuring your customers are happy without overwhelming your team.
Operating in Europe and world-wide.
OUR Expertise
OUR Expertise
Great services require a deep understanding of how people actually experience them. Project ABC is led by Linda Paula, a UX researcher and service designer with deep expertise in qualitative research and designing human experience.
While Linda personally researches your organization, conducts comprehensive user interviews, and leads the core research, she brings in a curated network of specialists tailored to your specific organizational challenges. Depending on your exact needs, she seamlessly integrates excellent workshop facilitators, design professionals, IT experts, psychologists, anthropologists and others to deliver the best possible solutions.
Ready to make your service work better for the people who use it?
Ready to make your service work better for the people who use it?
Let’s schedule an introductory call to discuss our collaboration.
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