The number.
Time to first quote, first application, first deposit. Measured on your data, in your tools. If it isn't measured today, measuring it is the first deliverable.
You have a customer flow shipping and no number on it yet.
A quote, a claim, a loan application, an investor onboarding, a broker portal. The date is in the plan. Someone will ask how many people got through. In two weeks I give you the number, where they stop, and what to fix first.
Three years on new user activation at Hootsuite. Finance and insurance flows since my EY years. One flow at a time.
The situation
Does this sound like you?
You're rebuilding a flow brokers or customers have to get through. Car. Home. A loan application. An investor onboarding. Go-live is set. The squad is full. The CX programme expects an adoption number this year and nobody can say what it is today, let alone after launch.
You've looked at the options. The agency sends three people for three months and a deck. The analytics vendor sees its own tool. Ship and see means the first number you get is a complaint from a broker.
What you get
Two weeks. One flow. Three things.
The leak.
Where brokers or customers stop, step by step, and what each stop costs. From your analytics, your session data where you have it, and five real people going through the flow while I watch.
The first fix.
A ranked backlog. The top item specified to the level your squad can build next sprint.
What you don't get: bodies, a three-month proposal, a dashboard you need me to read. I work in your tools. Nothing new gets installed.
How it runs
Week one: define the number with the team lead, read what the data already says, sit with brokers or customers going through the flow. Week two: leak map, cost per stop, backlog, readout to whoever owns the number. Two fixed days a week, on site where it helps.
Fixed price, scoped in writing to one flow. Get in touch for an offer. Paid on signature, fourteen days. Anything outside scope is quoted before it starts. If the readout says your squad can fix it alone, that is the right outcome.
Proof
Two flows, same method.
Capitac, investment platform, Belgium.
Investor onboarding and application on a two-sided platform in a regulated environment: the path from first visit to a completed, compliant application. Design and shipped UX beside product and engineering, 2026.
Insurer's broker platform, Non-life.
Two broker sales flows, Car and Home. Activation Diagnostic started October 2026: the number, the leak, the first fix. Named here when the client agrees.
Before Nomoro: insurance and banking flows at EY Studio+ and EY VODW for Belfius, Corona Direct and Baloise. Three years at Hootsuite owning design for net-new user activation.
On numbers.
I don't publish lifts I can't source.
Not for you if
- There's no flow with a date
- Nobody will own the number
- You want a BA for twelve months
That last one is a real conversation, and I'll say so on the call.
Is what you have good enough to put a number on it by the date?
If yes, you don't need me. If not, thirty minutes.