Notes on how I scope, design and measure the automation, customer experience and operations work in the case studies, written from projects for SMBs, universities and nonprofits. Free, no sign-up, and kept current as the work changes.
Each resource answers one question in full. Pick the one closest to what you are working on.
When to start with the smallest working version of a system, and when to scope more up front. Includes a seven-line scoping worksheet.
Pick a type, a service, or both.
The four things worth sending before a first call, and a tickable checklist for each type of project.
When to start with the smallest working version of a system, and when to scope more up front. Includes a seven-line scoping worksheet.
What to keep human in an automation, what makes a good review step, and a four-question test.
Six mistakes that undermine most customer experience surveys, the fix for each, and a pre-launch checklist.
A worked example with two loops: follow up with dissatisfied customers, then review the patterns and act on them.
The seven steps and five levels of a business process maturity assessment, and a ten-question self-check.
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Independent consultant based in Lisbon, working with SMBs, universities and nonprofits across Europe, North America and APAC. I design and build the automation, customer experience programs and data systems these guides describe, usually starting with a diagnostic and ending with a system a team runs itself. Everything here comes from that work.
Each guide is written from projects I have delivered, not from reading about them, and names the framework it uses so you can take it and apply it yourself.
When the work changes my mind, the page changes and the date at the top moves with it. If you spot something wrong or out of date, write to me and I will fix it.
Reading about a problem you have?
I will say honestly whether it is something I have done before, and what a first step would look like.
