LUMOSTake your pulse
SHAPE

Shape the experience your strategy depends on.

Customer evidence. Value story. Strategic clarity.

Lumos SHAPE helps leadership teams turn customer evidence into a clear engagement direction before detailed design or delivery begins. We define the value story, future-state journey and practical design pathway needed to support confident investment decisions.

01/The shift

Where customer needs, priorities and investment meet.

We work with leaders that need to understand where customer needs, business priorities and future investment come together. Our role is to clarify the opportunity, shape the experience direction and identify the work most likely to create value for customers and the organisation.

We look beyond isolated touchpoints to understand the broader customer journey, identify the value already present across the organisation, and show how existing content, services, knowledge, tools and assets can work together to create a more connected experience.

We help leaders see the bigger picture, then turn it into practical next steps. We shape customer journeys, future-state concepts, design horizons and planning outputs that clarify priorities, sequencing, dependencies and the conditions required to prepare the initiative for detailed delivery.

02/The journey

Discover→Shape→Validate.

Three connected offerings that can work together or stand alone, depending on where you are in the investment decision.

01
Discover

Customer Engagement Discovery Sprint

For leaders who need to understand the customer experience opportunity before deciding what to fund, fix or transform.

What you get
  • Business impact themes linked to growth, retention, conversion or service cost
  • Current-state experience map showing key moments, gaps and opportunities
  • View of existing assets, knowledge, services and content that can create stronger value
  • Prioritised customer experience opportunities
  • Findings report with recommended next steps
Typical duration
4 weeks
Use when you need to define the brief before spending big.
02
Shape

Experience Horizon Sprint

For leaders that need to turn a customer experience challenge into a clear future-state direction.

What you get
  • Future-state customer journey with a clear value narrative
  • Early experience concepts and service opportunities
  • Design horizons that organise the work into clear stages
  • Investment logic and sprint sequencing recommendations
  • High-level effort, cost, inputs and outputs
  • Conceptual Design Horizons Roadmap
Typical duration
6 weeks
Shapes the future experience across horizons.
03
Validate

Experience Prototype & Roadmap Sprint

For leaders that have defined the experience direction and need to validate the priority journey before detailed delivery planning.

What you get
  • End-to-end UX flow maps showing priority customer pathways
  • Mid-fidelity designs or testable experience models
  • Clickable prototype where the journey requires validation
  • Usability testing report with key findings
  • Roadmap summary for detailed design and delivery planning
Typical duration
4 weeks
For when a horizon is ready for validation and roadmap planning.
From customer insight to investment-ready direction.
04/Take your pulse

Ready to shape the story behind your strategy?

Schedule a free 30-minute conversation with the founding team and receive a personalised pulse for the story behind your next strategic move.

Book a free 30-minute sessionTake your pulse