Customers abandon an important flow
Map the journey, find where hesitation starts and redesign that moment.
Fix the moments costing you growth.
Find where customers get stuck on mobile and web, then give engineers clear changes they can ship.
≈15%Fewer support contacts at Lightyear
EvidenceAnalytics, feedback and behaviour
ShipDesign through implementation QA
Useful when a capable product is underperforming.
Find the moments that hurt completion, confidence, support demand or repeat use. Then fix them.
Activation is weaker than it should be
Help customers complete the first tasks that make the product useful.
Support is answering product questions
Improve guidance and recovery so customers can move forward without opening a ticket.
What the work can deliver
- A focused UX and product audit using the evidence already available.
- Funnel and journey analysis with a prioritised problem map.
- Redesigned onboarding, upgrade, checkout or other high-value flows.
- Prototype testing and experiment-ready design directions.
- Interaction, copy and state improvements that restore confidence.
- Implementation review and a practical post-launch improvement list.
Relevant conversion work
Different products, same principle: remove uncertainty where it has a measurable cost.
Kaspar has an excellent talent, he has a clear vision of what and how to do, and then he makes a perfect use of all the available ways to achieve the goal.
Related notes
Attention, uncertainty and the product moments that change behaviour.
10 min read
The eye finds your button last
What eye tracking reveals about hierarchy and calls to action.
Read note →8 min readEvery screen is an ad
Lessons from ten thousand ads about getting people to keep reading or act.
Read note →8 min readDesign the bad day first
The failure states that quietly decide whether customers continue.
Read note →Before we start
Do we need perfect analytics first?
No. Analytics help, but support conversations, feedback and the current interface can already reveal patterns. The work separates facts from assumptions and shows what to measure next.
Can you improve one journey without redesigning everything?
Yes. We can improve one important journey without touching parts of the product that already work.
Will you support experiments and implementation?
Yes. The work can include variants, prototypes, engineering collaboration, design QA and a post-launch review.
Pricing
Three clear ways to start.
€300Live product teardown: one critical flow reviewed live, with the main issues and next steps identified together.
from €2,500Focused product project: one journey, launch, audit or product question with a defined outcome and scope.
€5,000 per monthEmbedded design support: ongoing senior product design inside your product and engineering team.
Prices exclude VAT. Scope and fee are agreed before anything begins. See how engagements are structured.
What happens on the call
Fifteen minutes, no deck, no discovery workshop to book afterwards.
You send a link and a sentence.
I look at your product before we talk, so the call opens on specifics instead of background.
You describe what feels stuck.
I tell you what I would look at first, and say plainly whether this is work I am the right person for.
A short written summary.
The approach, the scope and the fee if it makes sense to continue. No obligation either way.
Where are customers dropping out?
Book a short call and share the flow, evidence and target outcome. You will leave with a clear next step.