Diagnostic work, not execution.

Typical engagements

Organizations usually arrive here for one of three reasons

• They are preparing for a redesign, migration, or major digital investment and want to understand what needs to change before committing resources.
• They have already invested in improvements but continue to experience recurring issues related to content, navigation, accessibility, findability, or governance.
• They know something is not working but lack enough evidence to determine where the underlying causes originate.

Levels of diagnosis

Engagements are structured around the depth of diagnosis required

Each engagement is designed to find the smallest intervention that produces the largest structural improvement. The goal is decision clarity for the people responsible for the digital experience, not a longer list of things to fix.

• Tier 1 — Signal Assessment typically $4,500 to $7,000 · 5 to 10 business days A rapid assessment that surfaces visible friction patterns and early warning signals across the digital experience. This tier identifies visible friction patterns, highlights areas requiring immediate attention, and indicates where deeper structural causes may warrant further investigation. Choose this when you know something is wrong but do not yet know where to look.
• Tier 2 — Structural Diagnosis typically $8,500 to $14,000 · 2 to 4 weeks Designed for organizations where recurring digital issues have resisted straightforward fixes. This cross-system diagnosis evaluates how content, UX, information architecture, accessibility, and discoverability interact to produce friction. It explains not just what is happening, but why the same problems continue to appear across the experience and delivers a focused set of root-cause findings and intervention priorities for reducing recurring friction. Choose this when issues keep recurring across content, navigation, or findability and you need to understand how they connect.
• Tier 3 — Governance Analysis typically $18,000 to $28,000 · 4 to 6 weeks An operational diagnosis that looks beneath the experience layer to identify governance, ownership, and decision-making breakdowns sustaining recurring digital friction. Useful when fixes have not held because the root causes are organizational as much as they are structural. The result is a clearer understanding of which governance, ownership, and workflow conditions are driving recurring problems and where organizational intervention is likely to have the greatest effect. Choose this when problems keep returning despite fixes and you suspect the causes run deeper than the content or the platform.
• Tier 4 — Ecosystem Modeling Scoped individually · Defined in conversation A strategic, organization-wide model of the digital experience ecosystem that identifies the highest-value intervention points across teams, systems, and channels. The result is a clear view of where organizational alignment, operational change, and experience improvements are most likely to create lasting impact. Engagements at this tier typically span six to ten weeks and begin at $35,000. Choose this when you need direction for transformation, not a diagnosis of a single project.

How scope is confirmed

Final scope reflects the complexity of the situation

Final scope, timeline, and investment are confirmed during an initial conversation so the engagement reflects the actual complexity of the situation being examined.

Published ranges reflect typical engagements. Final pricing is shaped by factors such as ecosystem complexity, the number of platforms involved, organizational structure, evidence requirements, and stakeholder participation.

What affects scope?

• The number of platforms involved
• The complexity of the digital ecosystem
• The availability and quality of evidence
• The number of teams involved in the experience
• Stakeholder participation requirements

Every engagement produces

Consistent outputs regardless of engagement level

• A documented explanation of the underlying causes contributing to recurring friction
• Evidence showing how those causes were identified
• Prioritized intervention opportunities organized by impact and effort
• Decision guidance for what to address, defer, or investigate further
• A clear rationale for any additional diagnostic work that may be warranted

Start here

Determine whether a diagnostic is the right next step

Not every situation requires a formal diagnostic engagement. The first step is understanding the context, the questions being asked, and whether a structured investigation is likely to provide meaningful value.

Most discussions take 30 to 45 minutes.