Stop losing customers you already paid to acquire.
Teams building regulated digital products bring me in when the experience starts costing them customers, through churn, rising support, and stalled activation.
The cracks that quietly
cost you customers.
In a regulated product, small experience failures compound. Here's what I hear from teams every week.
Customers sign up, hit a wall, and disappear. The onboarding that worked early doesn't hold up now.
Ticket volume grows faster than headcount. The same confusing flows generate the same questions, week after week.
NPS is flat or declining. You're acquiring customers but not keeping them. Retention is becoming a board-level conversation.
Product and engineering sprint without a CX lens. Experience decisions are made by whoever shouts loudest.
Marketing, product, and ops each own a slice. Nobody owns the full customer journey, and it shows.
Your product was built to launch and satisfy compliance. Now it needs to retain, engage, and earn trust.
Turning customer experience
into retention.
From a focused audit to an embedded partnership, every engagement is built to sharpen the experience that keeps your customers.
A structured read on where your customer experience breaks, drawn from the platform, customer feedback, and your team. You get a prioritised, evidence-based fix list.
Learn moreConsultingGoing deep on one pain point that's costing you customers: why it's happening, and the plan to fix it, working alongside your team.
Learn moreRetainerOngoing access to a senior customer experience partner, working alongside your team month to month. Three tiers, three-month minimum.
Learn moreCustomer experience that kept customers.
Selected work across regulated digital products, with the outcomes it produced.
MCB Juice launched in 2007 and had accumulated a decade of features and legacy code. A two year redesign moved more than 500,000 customers onto a cleaner, faster app.
A B2B cross-border payments fintech with strong relationships and a solid product, held back by an unfocused digital presence and a fully manual, months-long onboarding. An audit brought clarity to its positioning, messaging, and onboarding journey.
Tourists could already tap to pay on local terminals, but Mauritian customers could not. This project embedded card tokenisation directly into the Juice app.
A regulatory change cut the wallet financing repayment window from 120 days to 45. Embedded factoring gave businesses a cashflow route without leaving the platform.
Making regulated products worth staying with.
For 8+ years I've worked inside regulated digital products, across banking, fintech, and beyond, as a product designer, CX leader, and UX strategist. Embedded in the teams doing the work, not advising from the outside with a template.
I turn customer experience into retention: finding where trust breaks, where friction quietly costs you, and where a sharper experience turns a first-time customer into one who stays.
"In a regulated product, a good experience is the difference between a customer who stays and one who quietly leaves."