Assess your internal services and customer experiences.
Understand what’s working, identify gaps and create a clear roadmap for more effective, human-centric services and experiences.
A structured, outside perspective on what needs to change.
Our Total Experience Framework brings an outside perspective to what’s working, where friction exists and what needs to change.
What You Get
A clear picture of your current service experience and performance.
Prioritized opportunities for improvement and innovation.
A practical roadmap that aligns customer needs with organizational priorities.
How we do it
Listen to customers, employees and leaders to understand their experiences, needs and priorities.
1
Research and map how services work today, from the customer experience through to the people, processes and systems behind it.
2
Assess strengths, gaps and organizational readiness using J5's Total Experience Framework.
3
Prioritize opportunities and create a practical strategy and roadmap for improving your services.
4
We design strategies with people, not for them.
Learn how we prototyped a community development strategy alongside residents and municipal leaders in the City of Calgary to shape a shared vision for the future.
Explore our Case Studies
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Covenant Health
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Suncor Energy
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Calgary Zoo
Start with one department, then see the whole system.
A 45-minute scoping call is enough for us to tell you what an assessment would cover and what it would cost.