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 five-day sprint to an embedded partnership, every engagement fixes how the product is run so it stops losing the customers you paid to acquire.
A five-day look at how your fintech is actually run and where that loses users. Not a redesign. You get a backstage video, a map of the handoffs and manual steps where users fall through, and a 30-day fix roadmap.
Learn moreDiagnosticFour weeks on why drop-offs happen in how the product is run, across product, compliance and KYC, and onboarding. Behavioural data, user interviews, and a risk-ranked roadmap tied to the metrics your board cares about.
Learn moreRetainerSenior retention leadership embedded with your team to fix how the product is run, compress time-to-value, and lift cohort activation month on month. Two engagements, 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.
A major East African insurer, a traditional legacy player, was building a brand-new, API-driven way for people to take out and claim home insurance online. Taking out a policy or making a claim had meant a branch visit or an agent and slow, manual paperwork. With no existing experience to build on, customer research and journey mapping shaped a digital onboarding and claims journey designed around how people actually behave.
Tourists could already tap to pay on local terminals, but Mauritian customers could not. This project embedded card tokenisation directly into the Juice app.
Making regulated products worth staying with.
For 7 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."