Customer Experience Design
Services
Customer Experience Design That Scales With Your Brand
For retail, hospitality, and service-based brands, customer experience is shaped in dozens of moments: how a customer is greeted, how a transaction flows at the register, what signage they see on-site, and what message lands in their inbox or phone after they leave.
At NEWaukee, we help growing brands design clear, consistent customer experiences across both physical and digital touchpoints, and then actually build the assets and systems needed to execute them.
What Is Customer Experience Design?
Customer experience design, also sometimes referred to as customer journey mapping, is the planning and execution of how customers interact with your brand. That includes:
In-person interactions in stores, restaurants, or service locations
Digital moments like post-purchase texts, emails, and follow-ups
Environmental branding, signage, and wayfinding
Employee behavior, scripts, and service standards
For brands scaling quickly, these moments often evolve organically until inconsistency creates confusion for customers and friction for teams. That’s where our work begins.
When Brands Come to Us
Most clients come to NEWaukee for customer experience design when:
They’re growing fast and don’t have SOPs or service standards documented
The brand experience varies from location to location
Marketing and operations aren’t aligned on how the brand should show up
Teams are executing differently because there’s no shared playbook
We help turn brand standards into clear systems teams can follow.
Our Approach: Strategy, Alignment, and Execution
We believe great customer experiences only work when leadership, marketing, and operations are aligned on strategy, and when that strategy turns into real, usable tools.
We meet with clients to understand the brand, business goals, operational realities, and budget. From there, we tailor the engagement based on complexity, scale, and internal capacity.
Our customer experience design services include:
1. Customer Experience Strategy
We map the full customer journey, from first impression to post-purchase follow-ups and loyalty programs, across physical and digital touchpoints. This includes identifying friction points, opportunities for clarity, and moments that matter most.
2. Leadership & Cross-Team Alignment
We facilitate working sessions between marketing and operations to build shared understanding and buy-in. These sessions help ensure experience decisions are realistic, repeatable, and supported across the organization.
3. Onsite Branding & CX Playbooks
We create practical, easy-to-use playbooks that define how the brand shows up in real environments. These often include:
Customer journey maps
Service standards and employee scripts
Environmental branding and signage guidelines
Register and point-of-sale interaction flows
Digital follow-up standards (SMS, email, app notifications)
These playbooks are designed for real teams, not just presentations.
4. Design, Photo & Video
We don’t stop at recommendations. We design and produce the assets that bring the experience to life. This can include:
Onsite signage and environmental graphics
Training visuals and internal materials
Brand photography and video
Launch and rollout assets for new locations or experiences
5. Project Management & Rollout Support
We manage timelines, vendors, and internal coordination to ensure the experience is implemented correctly.
Flexible Engagements, Built for Real Brands
Every customer experience project is different. Some brands need a foundational experience playbook. Others need hands-on execution across dozens of locations. We offer flexible solutions depending on the scope, complexity, and stage of growth, whether you need strategy, execution, or a full end-to-end partner.
If your brand is scaling and your customer experience hasn’t caught up, NEWaukee helps you design it, document it, and deliver it—consistently.