Customers still call for tasks that should be self-service.
An account update, a change of address or a payment request ends in confusion or a support ticket.
→ Journey map + prioritised friction fixes
FOR TEAMS RESPONSIBLE FOR DIGITAL SELF-SERVICE
Make digital journeys
work better.
I help product teams find the friction in customer self-service, make sharper roadmap decisions and bring useful changes into production.
THREE PROBLEMS I HELP SOLVE
What is slowing your product down?
Start with a real friction point, not a transformation programme.
The roadmap is driven by urgent requests, not evidence.
Sales, operations and tech all have valid requests. Nobody agrees what should ship first.
→ Decision criteria + sequenced roadmap
The team delivers features, but outcomes are unclear.
Releases happen, while adoption, completion and customer effort remain hard to assess.
→ Release objectives + performance measures
ILLUSTRATIVE SCENARIO — NOT A CLIENT REFERENCE
A change-of-address journey that drives support calls.
Customers begin online but reach out for help before submitting. Here is what a focused product review could produce.
Explore the Customer Experience offer ↗EXAMPLE OUTPUTSPRK. / CX
01Start request
→
02Form confusion
→
03Completion
INVESTIGATEDrop-off by step
PRIORITISETop fixes + owners
MEASURECompletion and contacts
An example of an approach, not a claim about past client results.
THE PERSON BEHIND PRK.
One person accountable from question to delivery.
I’m Jordan. I have worked on customer apps and self-service products with business, UX and engineering teams. I bring that practical perspective into each engagement — and stay close to the people doing the work.
Get to know me ↗LET’S START WITH YOUR CHALLENGE