Customer Experience design

Smooth digital experience that keeps your customers coming back.

Your customers don't see departments or channels: they see one brand. At Maní CX we analyze every touchpoint, from the first search to support, and turn it into concrete improvements in design, content, UX and service.

Scope

Where we look

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Brand &
communication

We check whether what your brand promises is what your communication says and what customers actually find: visual consistency, tone and message clarity.

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Digital
channels

Website, social, email, WhatsApp, e-commerce. We audit every active channel to find where attention, trust or conversion is lost.

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Sales
process

We follow the journey from the first inquiry to the close: proposals, scripts, response times and the moments when a prospect goes cold.

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Service
& support

Post-sale, complaints and support: the moments of truth that decide whether a customer buys again and recommends you.

Service packs

Choose where to start

Four formats depending on your company's moment and scope. They all end the same way: clear findings and actionable next steps.

— 01 To get started

CX Snapshot

5 business days

Ideal forGetting a quick first read on your experience before committing to a bigger project.

Includes
  • Initial brief
  • Analysis of 3 to 5 touchpoints
  • Benchmark of 2 competitors
  • 10 prioritized findings
  • Impact / effort matrix
  • Executive presentation
— 02 Core service

CX Audit Standard

2 to 4 weeks

Ideal forMid-sized companies that want a complete diagnosis and an organized improvement plan.

Includes
  • Discovery and internal interviews
  • Competitive benchmark
  • Customer Journey Map
  • Audit of 8 to 12 touchpoints
  • Friction matrix
  • Improvement roadmap and recommendations
— 03 Broader scope

CX Research + Strategy

6 to 10 weeks

Ideal forCompanies that need to validate with their own evidence before making deeper decisions.

Includes
  • Everything in CX Audit Standard
  • User and customer interviews
  • Surveys and mystery shopping
  • Data analysis
  • Service blueprint
  • Validated insights and strategic roadmap
— 04 From diagnosis to solution

CX Redesign Sprint

4 to 8 weeks

Ideal forMoving from understanding the problem to redesigning the touchpoints that matter most.

Includes
  • Focused diagnosis
  • Prototypes
  • Redesign of critical touchpoints
  • Templates and visual & communication guidelines
  • Light validation

Not sure which one fits? Start with a CX Snapshot: it's the fastest way to find out where the problem is. And when you're ready to move on to solutions, the CX Redesign Sprint is the natural next step.

How we work

From the right question to the full map of your customer's journey.

01

Scope definition

We agree on which problem to solve, which channels are in, which segment matters and which decision you want to make with the results.

  • Deliverable: Scope document with objectives, evaluation criteria, timing and owners.
  • Estimated time: 2 to 4 business days
02

Initial discovery

We gather all existing material before diagnosing: website, social, presentations, emails, WhatsApp, sales scripts, analytics, reviews and complaints.

  • Deliverable: Touchpoint inventory with stage, channel, owner and visible issue.
  • Estimated time: 3 days to 2 weeks, depending on size
03

Business goals

We connect the experience to a concrete goal: selling more, reducing complaints, lowering drop-off or raising trust. We interview decision makers and find where money, time or customers are lost.

  • Deliverable: CX strategic brief with hypotheses, priority segment and observable KPIs.
  • Estimated time: 2 to 5 days
04

Competitive benchmark

We analyze direct and aspirational competitors and references from other categories using clear criteria —value proposition, contact, onboarding, support, mobile, tone— to understand what your market expects and where to stand out.

  • Deliverable: Visual benchmark and comparison matrix.
  • Estimated time: 3 days to 2 weeks
05

Customer Journey Map

We draw the customer's full journey, from discovery to repurchase: actions, needs, emotions, barriers and internal owners. We flag frictions and opportunities at every stage.

  • Deliverable: Customer Journey Map with frictions and opportunities per stage.
  • Estimated time: 1 week (simple version) to 3 weeks (with interviews and workshops)
FAQ

How does Maní CX work?

UX focuses on the experience inside a product, interface or digital channel. CX looks at the whole relationship between your customer and your company: from discovering your brand to inquiring, buying, getting support and buying again. That's why we evaluate every touchpoint, not just a screen.

No. Aesthetics is one part, but CX also covers messages, response times, service and continuity across channels. We classify every friction by its origin —design, communication, UX, process, technology or operations— so you know exactly what to fix and with whom.

On an expert audit of the available materials and channels, plus a benchmark of your category. If you want to add your own evidence —customer interviews, surveys, mystery shopping, data analysis— we include it with the CX Research + Strategy pack.

Maní turns findings into tangible design, content and UX deliverables: prototypes, redesigns, templates, guidelines and communication pieces. Some improvements involve areas of your company —sales, support, marketing, systems or operations— and the roadmap makes clear who implements what.

With a CX Snapshot if you want a first read in 5 business days, or a CX Audit Standard if you need a complete diagnosis with a roadmap. When you want to move from diagnosis to solutions, the CX Redesign Sprint is the natural next step.

Ready to audit your experience?