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Client Journey & Workflow Mapping
If your firm feels disorganized, inconsistent, or dependent on what’s in your head, this is where we start. In this engagement, we visually map how work flows through your firm, both internally and from your client’s perspective. We’ll identify where things break down, where bottlenecks form, and how to build a smoother, more scalable experience for everyone involved.
Whether you’re prepping for automation, hiring, or a full redesign, this is the clarity-building deep dive that makes the next step obvious.
What to Expect:
Client Journey Mapping: We map how a client experiences your firm from first inquiry to case closeout and highlighting handoffs, confusion points, and opportunities to improve communication and trust.
Internal Workflow Mapping: We also map your backstage processes: how tasks move between team members, where things get stuck, and what’s dependent on manual effort or tribal knowledge.
Friction Point Identification: Both maps are annotated with problem areas such as unclear handoffs, duplicated work, delays, communication gaps so we can suggest improvements or automation-ready opportunities.
Visual Clarity & Scalable Framework: We’ll deliver easy-to-understand visuals that you can use for onboarding, process planning, or tech implementation down the road.
Deliverables:
Current-State Client Journey Map (front-stage experience)
Current-State Internal Workflow Map (backstage operations)
Annotated Friction Points & Efficiency Opportunities
Summary of Key Gaps and Process Risks
PDF Report and Video Walkthrough
Live Call to Review Outcomes
Next Step After Purchase:
After checkout, you’ll receive a link to schedule your kickoff session and complete a short intake. From there, we’ll collaborate with you (or your team) create clear, visual maps of how work moves through your firm, so you can scale with structure, not guesswork.
The Details:
This project wraps up in 2–3 weeks with a kickoff call, intake form, and a few follow-up questions. You’ll leave with clear, actionable visuals, no jargon, no fluff, just clarity.
This is ideal for firms who:
Feel like things “live in their head”
Are experiencing team miscommunication or dropped balls
Want to prep for automation or role delegation
Have never documented how work actually flows
Limitations of this service:
This is a mapping & diagnostic service; no redesign or implementation is included. It does not include (but can be added later):
Full SOP development
Automation builds or tech stack configuration
Staff training or onboarding
Marketing journey or content design
Future client journey and workflow map
Bottom line? You can’t improve what you haven’t mapped. We’ll help you see the big picture, spot the friction, and finally document what makes your firm run.
If your firm feels disorganized, inconsistent, or dependent on what’s in your head, this is where we start. In this engagement, we visually map how work flows through your firm, both internally and from your client’s perspective. We’ll identify where things break down, where bottlenecks form, and how to build a smoother, more scalable experience for everyone involved.
Whether you’re prepping for automation, hiring, or a full redesign, this is the clarity-building deep dive that makes the next step obvious.
What to Expect:
Client Journey Mapping: We map how a client experiences your firm from first inquiry to case closeout and highlighting handoffs, confusion points, and opportunities to improve communication and trust.
Internal Workflow Mapping: We also map your backstage processes: how tasks move between team members, where things get stuck, and what’s dependent on manual effort or tribal knowledge.
Friction Point Identification: Both maps are annotated with problem areas such as unclear handoffs, duplicated work, delays, communication gaps so we can suggest improvements or automation-ready opportunities.
Visual Clarity & Scalable Framework: We’ll deliver easy-to-understand visuals that you can use for onboarding, process planning, or tech implementation down the road.
Deliverables:
Current-State Client Journey Map (front-stage experience)
Current-State Internal Workflow Map (backstage operations)
Annotated Friction Points & Efficiency Opportunities
Summary of Key Gaps and Process Risks
PDF Report and Video Walkthrough
Live Call to Review Outcomes
Next Step After Purchase:
After checkout, you’ll receive a link to schedule your kickoff session and complete a short intake. From there, we’ll collaborate with you (or your team) create clear, visual maps of how work moves through your firm, so you can scale with structure, not guesswork.
The Details:
This project wraps up in 2–3 weeks with a kickoff call, intake form, and a few follow-up questions. You’ll leave with clear, actionable visuals, no jargon, no fluff, just clarity.
This is ideal for firms who:
Feel like things “live in their head”
Are experiencing team miscommunication or dropped balls
Want to prep for automation or role delegation
Have never documented how work actually flows
Limitations of this service:
This is a mapping & diagnostic service; no redesign or implementation is included. It does not include (but can be added later):
Full SOP development
Automation builds or tech stack configuration
Staff training or onboarding
Marketing journey or content design
Future client journey and workflow map
Bottom line? You can’t improve what you haven’t mapped. We’ll help you see the big picture, spot the friction, and finally document what makes your firm run.