Your Customer Experience Is Leaking Money.
We’ll Help You Find Out Where — and Fix It.
You’ve Built Something That Works. So Why Doesn’t It Feel Like It?
You’ve built something that works. Real customers. Real revenue, or real donors, or real members. The site is up, the funnel exists, the team is in place. From the outside, you look like a company that has its act together.
But you’re the one staring at the dashboard. You can see the leak — the bounce on the pricing page, the form that 60% of people start and never finish, the customers who sign up and then go quiet by week three. You know something between the homepage and the renewal isn’t working. You just can’t tell which something, or what to fix first.
So you’ve tried things. You hired a freelancer. You ran a redesign. You bought the course on conversion. You sent the team to the conference. And the dashboard still tells you the same story. The frustrating part isn’t that nothing’s working — it’s that you can’t tell whether you’re solving the right problem, or just rearranging the symptoms. Every week you can’t see the leak clearly is a week the leak keeps running.
What Changes When You Have a Senior Team in Your Back Pocket
Imagine a Tuesday afternoon where you screen-record the form that’s been bothering you for six months and drop the video into your helpdesk inbox. By Wednesday morning, a senior UX team’s specific recommendations are waiting for you with your first meeting of the day.
Imagine pulling up your customer onboarding sequence and knowing — not guessing — which email is actually responsible for the week-three drop-off.
Imagine your team stops debating “what should we do here” because there’s a shared way to ask the question, a shared way to answer it, and a shared place to bring it.
Imagine the next time someone says “we should redesign the site,” you can tell them whether that’s actually what the data wants, or whether $40,000 would solve more if it went somewhere else entirely.
Imagine the strategic conversations you’ve been too underwater to have — about retention, about post-purchase experience, about what your customers actually need — finally getting the room to happen, because the daily decisions stop costing you all your bandwidth.
How the Helpdesk Actually Works
Every problem we help you solve moves through the same four steps. This is the methodology behind the helpdesk — the way our team has been working with clients on five- and six-figure engagements for years, packaged so you can use it on whatever’s in front of you this week.
1 Diagnose With Evidence
Most experience problems get misdiagnosed because someone made a confident guess in a meeting and nobody had the data to push back. We start every conversation by figuring out what’s actually happening. The resource library walks you through the same audits, scorecards, and frameworks our consulting team uses on paid engagements — conversion self-assessments, journey-mapping canvases, voice-of-customer interview guides. You stop describing the symptom and start naming the cause. This step has to come first, because every other step depends on getting it right.
2 Get Specific Guidance
Once you know what’s actually broken, you bring it to us. Record a short video of the page that’s underperforming. Send a voice note describing the moment in onboarding where customers get stuck. Drop a screenshot of the support ticket you keep seeing variations of. Our team responds with specific, implementable recommendations for your situation — not theory, not a link to a blog post, not a 60-page report. Specific changes. Specific reasons. Specific to you.
3 Implement and Measure
You make the change. We’ll point you to the worksheets, scripts, and platform-specific guidance that get you from “we should do this” to “this is shipped.” You measure the impact. If something didn’t move the way we expected, you bring that back too — because half of doing this work well is being honest when the first attempt didn’t land. We iterate. The dashboard starts telling a different story.
4 Step Back Strategically
Once a month, you get 30 minutes with Joe or a senior team member to zoom out. What patterns are showing up across all the small fixes? Where’s the next 90 days of focus? What’s the bigger move you can finally see clearly now that the noise is gone? This call doesn’t roll over and it isn’t a delivery meeting. It’s where the small wins start adding up to a strategy.
Everything Included in Your Membership
Core Curriculum
- 30+ guided resources across 9 categories (video + text + worksheet) — Conversion optimization, journey mapping, user research, accessibility, customer experience design, analytics, design systems, testing, and a quick-start sequence. Every resource is the same toolkit our team uses on paid engagements.
- Conversion Self-Assessment (scoring tool) — Score your site against the principles Baymard Institute documented across 150,000+ hours of usability testing. Get a prioritized list of where to start.
- Journey Mapping Sprint Canvas (90-minute team workshop) — A facilitated canvas you can run with your own team to map the real path your customers take. Stop arguing about what should happen. Document what does.
- Voice-of-Customer Interview Guide (scripts + framework) — Ready-to-use scripts for talking to your customers about their experience, plus a Jobs-to-Be-Done worksheet for synthesizing what you hear.
Implementation Tools
- Form Audit Worksheet — The same checklist we use on client engagements. Identifies the specific fields, validation patterns, and copy choices that cause abandonment.
- Onboarding Flow Map — A template for documenting your post-signup experience so you can see exactly where new customers go quiet.
- Trust Signal Inventory — A scorecard for what’s missing on the pages where conversions die.
- WCAG Accessibility Audit Worksheet — Priority-ranked. One in four U.S. adults lives with a disability. Find out whether your site is leaving them behind.
- Platform-Specific Guidance Library — WordPress, Squarespace, Shopify, custom builds. Specific implementation notes, not generic advice.
Live Support
- One 30-minute 1-on-1 per calendar month (with Joe Taylor Jr. or a senior team member) — Strategy review, design critique, planning the next 30 days, or working through whatever you’re stuck on. Subject to availability. Doesn’t roll over. Save it for when it matters.
- Asynchronous expert access via ClarityFlow (text, voice, or video) — Send questions in whatever format is easiest for you. Our team responds with specific, implementable guidance — not links to blog posts.
Response Model & Accountability
- One-business-day response window — Our team timeboxes responses at the start of each weekday. Most questions you send during the day land in your inbox the following morning.
- Senior team, every time — Your questions get answered by senior team members who’ve done this work on Fortune 500 sites and small nonprofits. Not by a chatbot. Not by a junior coordinator.
- Implementation check-ins — When you ship a change, send us the result. We’ll tell you what’s working and what to look at next.
Charter Member Bonuses
- Charter rate locked in for as long as you’re a member — When the price goes up after the charter window, your rate doesn’t.
- Direct access to Joe for membership feedback — As a charter member, your input shapes what gets added to the resource library next.
Do the Math
Here’s what you’d pay for the same expertise through traditional channels:
You get ongoing expert access, 30+ guided resources with video training and worksheets, and a monthly 1-on-1 session. For less than what most consultants charge for a single afternoon.
Who This Is Built For
You’re ready for this if:
- You run a business, nonprofit, or department where the website, the onboarding flow, or the customer journey is supposed to drive results — and you can see it isn’t.
- You’re already past the launch stage. You have customers, donors, or users today. You’re trying to make the experience better, not invent it.
- You make decisions about digital experience but you don’t have a senior UX or CX person on staff to gut-check your thinking.
- You’re spending somewhere between $500K and $50M in annual revenue and you know your customer experience should be working harder than it is.
- You want evidence, not opinions. When someone on your team says “I think we should…,” you’d rather have a way to find out than a louder argument.
- You can carve out 2–4 hours a week to work on the experience instead of just inside it.
- You’d rather make smart small moves consistently than gamble on a six-figure rebuild that may or may not solve the right problem.
This isn’t the right fit if:
- You haven’t launched anything yet. This is for improving an experience that already exists. If you’re pre-launch, you’ll get more out of a one-time strategy engagement.
- You want someone to do the work for you. The helpdesk guides decisions and reviews work; it doesn’t push pixels or write code. (Our project services handle that side.)
- You need 24/7 real-time support. This is asynchronous coaching on a one-business-day response window, not a help desk with a real-time SLA.
- You’re shopping for logo design, brand identity, or general marketing. Different discipline. We’ll happily refer you elsewhere.
- You want a guarantee that one specific change will lift conversions by X%. Anyone offering that is selling you a story. We’re selling you a process.
What This Looks Like in Practice
A Fortune 500 media client — 21 web properties, one experience problem
Twenty-one sites. Different teams, different content calendars, different platforms. The leadership team kept hearing the same complaint from customers: “I can never find what I’m looking for.” The internal teams kept proposing redesigns. We came in and did the audit work first — journey mapping across the properties, content gap analysis, accessibility review, and a full content migration plan. The work that’s now nearing launch isn’t a redesign. It’s a re-architecture, built on evidence about what customers were actually trying to do. That same playbook — the audits, the prioritization frameworks, the way we documented decisions so the internal teams could keep going after we left — sits inside the helpdesk resource library.
A regional therapy practice — two sites, one path to “book an appointment”
A practice with a strong reputation but a website that wasn’t translating that reputation into bookings. We worked with the founder on a dual transformation: the practice’s main site and a personal brand site for her speaking and book promotion. Practitioner bio pages were the linchpin — most prospective clients were choosing a therapist before they ever filled out the contact form, and the existing pages weren’t giving them enough to decide. We rebuilt how those pages presented practitioners’ specialties, methods, and personalities, and rebuilt the path from those pages to scheduling. The kind of work an XHD member could ask us about today: “the bio pages on my site aren’t converting — what’s actually broken?”
A bilingual community health nonprofit — a directory, a mission, a deadline
A community health organization with a bilingual practitioner directory launching to serve a population that’s historically been overlooked by digital tools. Every design decision had to clear three filters: accessibility, language equity, and conversion to the next step (because every undiscovered practitioner is a missed connection). We helped the team prioritize what to launch with, what to defer, and how to measure whether the directory is actually doing its job after launch. The decision frameworks we used — what’s worth shipping in v1, what gets logged for v2, how you measure mission impact alongside conversion — are documented in the helpdesk library.
A Fortune 500 enterprise client in leadership transition — Fractional Experience Strategy
A digital team midway through a major program lost their lead. The work couldn’t pause. We stepped in as a Fractional Experience Strategy partner — not to take the role permanently, but to keep the program moving, onboard the incoming developers, and establish the Agile and UX practices that would outlast our engagement. By the time the permanent leader was hired, the team had shared rituals, documented decisions, and a way of working that didn’t depend on any one person holding it all in their head. That’s the same thinking behind XHD: a helpdesk membership shouldn’t make you dependent on us; it should make your team better at this work whether or not we’re in the room.
Common Questions
Logistics
How does this work day-to-day?
You log in to a member portal hosted on ClarityFlow. From there you can browse the resource library, send questions to our team via text, voice, or video, and book your monthly 1-on-1. Most members check in 2–3 times a week. Some check in daily during a sprint. There’s no required cadence.
When can I start?
Immediately. The membership starts the day you sign up. The resource library is available within an hour, and you can send your first question that same day.
How do I access the 1-on-1 calls?
You’ll see a booking link inside the member portal. Pick a 30-minute slot that fits your calendar. Subject to availability.
Practical
How much time does this actually take?
Most members spend 2–4 hours a week — about an hour reviewing or implementing a resource, and another hour or two on asynchronous questions and applying the guidance you get back. You don’t need to consume the whole library. You’ll use the parts that match what you’re working on.
What if I’m in the middle of a redesign already?
That might be the best time to join. We can review the work in flight, flag the decisions that don’t have evidence behind them yet, and help you avoid the most expensive mistakes before they ship.
Do I need any special tools or analytics?
No. If you have analytics already, great — bring them. If you don’t, the library includes a privacy-first analytics setup guide that will get you measuring within an afternoon.
Value
How is this different from hiring a UX consultant?
A UX consultant typically delivers a project — an audit, a redesign, a research study. This is ongoing access. Instead of a 30-page deliverable you read once, you get specific guidance on the actual decision you’re making this week.
How is this different from a course or coaching program?
Courses teach principles. Coaching helps you think. Both have value. But neither will tell you “the trust signal placement on your specific donation page is wrong, here are three platform-specific fixes for your CMS.” That’s what this does.
I’ve tried “fractional” services before and they didn’t deliver. Why is this different?
Fractional services come in a lot of shapes — including some that we offer ourselves at the project-engagement level. The most common reason a fractional engagement disappoints is structural: one person being asked to be a department, with no system underneath them. The helpdesk is built around the system. The resource library is the same toolkit our consulting team uses on five- and six-figure engagements. The asynchronous response model means your question gets routed to the team member best suited to answer it, not just whoever’s free. The monthly 1-on-1 is where the strategic dots get connected. You’re not buying one person’s time — you’re buying a team’s working method.
How is this different from your project work?
Our project work builds things — websites, design systems, full transformations. The helpdesk guides decisions on what you’ve already built. Many clients use both: helpdesk for ongoing experience questions, project work when something needs to be designed or built from scratch.
Support
What if I get stuck between calls?
That’s exactly what asynchronous expert access is for. You don’t wait for the monthly 1-on-1 to ask a question. You send the question whenever you have it.
Can my team use it too?
Each membership is tied directly to one team member — the work history, the asynchronous thread with our team, the monthly 1-on-1, and the member portal all belong to that person. If you’d like additional people from the same company to have their own access, you can add team member seats at a discounted rate of $99/month by contacting our support team after your first team member enrolls.
How quickly do you respond?
We respond within one business day. Our team timeboxes responses at the start of each weekday, so most questions you send during the day land in your inbox the following morning. Four weeks a year, our team is on vacation; questions sent during a vacation week get answered the following Monday. We’ll always confirm receipt and tell you when to expect the full response.
Commitment
What’s the refund and cancellation policy?
We ask charter members to commit to at least six months so they can get the most value possible out of the program, and so we can ensure we help deliver measurable results over time. However, if you feel the program’s just not the right fit for you, just cancel at any time and you’ll be able to continue accessing your member portal and all of our responses through the end of your current billing period.
Is there a payment plan?
The annual rate ($2,970) is paid up front. The monthly rate ($495) is the payment plan. There’s no separate financing.
What happens to my charter rate if I cancel and come back later?
The charter rate locks in for as long as you remain an active member. If you cancel and the public price has gone up by the time you decide to rejoin, you’ll come back at whatever the public price is then.
How do I know if I’m ready?
If you can describe one specific experience problem in your business that’s been bothering you for more than a month — and you’d rather solve it than ignore it for another month — you’re ready.
A Foundation That Grows With You
Experience Helpdesk is where most members start. When you need focused project delivery or deeper strategic engagement, we’ve built clear paths to get there.
Experience Helpdesk
Ongoing expert guidance, asynchronous
Resource library. Asynchronous coaching via text, voice, and video. Monthly 1-on-1 appointment. The foundation for every customer experience decision you make.
Roadmap / Audit / Build
Fixed-scope delivery for big moves
When you need research, design, or development — not just guidance. Experience Helpdesk often bundled as ongoing aftercare support.
Experience Strategy Leadership
Embedded strategic partnership
For organizations that need consistent, customized engagement beyond monthly sessions. Layers on top of your Helpdesk membership.
Charter Membership Pricing
Available for the first 20 members or until June 30, 2026.
After that, the price goes up. Your charter rate locks in for as long as you’re a member.
of outside consulting
Every charter membership includes:
- Asynchronous expert access — text, voice, or video messages via ClarityFlow
- One-business-day response window — timeboxed each weekday morning
- 30+ guided resources across 9 categories — video, text, and downloadable worksheets
- One 30-minute 1-on-1 per calendar month with Joe or a senior team member
- Platform-specific guidance — WordPress, Squarespace, Shopify, and custom builds
- Charter rate locked in for as long as you remain a member
Two Paths From Here
Path one: keep doing what you’re doing. Keep guessing about which page is the real problem. Keep hoping the next strategy article will be the one that finally makes the dashboard move. Keep treating every customer experience question like an opinion contest.
Path two: put a senior UX and CX team in your back pocket for less than the cost of one afternoon of outside consulting. Stop guessing. Start making decisions you can defend, on a customer experience that’s actually working for the people you serve.
You already know which path you’ve been on. You know which one you want to be on. The reason you read this far isn’t because you needed convincing — it’s because something in your business is leaking and you’re tired of pretending you can’t see it.
Charter membership: $495/month or $2,970/year. First 20 members or until June 30, 2026.
Become a Charter MemberProject clients: Experience Helpdesk is often bundled with project proposals as ongoing aftercare support. Ask about combining your membership with a roadmap or build engagement.
