Forty-eight hours of discovery: CX audit, MoSCoW requirements, a twelve-month journey roadmap.

The Brief

The hard part was not the analysis; it was the estate. The business ran on 100+ integrated systems, held customer data across two separate Salesforce orgs, depended on Zapier middleware for critical flows, and put new learners through a 48-hour access delay at exactly the moment their enthusiasm peaked. Meanwhile the growth levers were not moving: on-demand courses had recorded eight sales, recruitment registration was low, and a 4.9 Trustpilot score was not converting into referrals. The commission: 48 hours of business analysis across six workstreams, producing a roadmap decision-ready for a small executive team and an investor audience.

The Approach

Three weeks, three passes. Week one fixed objectives before any analysis (MoSCoW applied first to the engagement's own scope, on the CEO's explicit steer) and built a ten-dimension Customer Experience Audit Framework as the analytical spine. Week two mapped the journey from awareness to advocacy, located the friction (checkout, the onboarding gap, absent referral attribution), and ran competitor analysis with mystery shopping, structured around business objectives rather than product features, as the client had insisted. Week three converted analysis into the decision pack, closing with a 38-slide readout rebuilt as an investment case: SCQA narrative, recommendation-first slides, module-sequenced to the CEO, Head of IT and Head of Training in turn.