If your service was a rom-com...
would people stay for season two?
Most organisations promise big things; purpose, care, impact, but somewhere between “the vow” and the “happily ever after,” the experience gets messy.
This isn’t about blame. It’s about awareness.
The Moments That Matter deck helps you and your team:
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Spot the everyday frictions your customers feel but never say.
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Celebrate what’s already working beautifully.
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Start real conversations about how to make experiences better — for everyone.
It’s like couples therapy… but for your service.
Prompts to reflect, discuss and laugh, all in one deck.
Each card sparks conversation about the real experiences your customers and staff have every day.
You’ll uncover:
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What delights and frustrates customers.
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Where your processes help, or hurt.
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The small moments that create big loyalty.
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No templates, no buzzwords, just clarity and connection.
Play it your way.
Watch the AHA moments unfold
Use the deck in team meetings, workshops, or strategy sessions.
In just 20 minutes, you’ll surface what needs attention, and what’s already working beautifully.
No facilitators needed (though we love being invited 😉).
Just curiosity, sticky notes, and open minds.
Catalina is a unicorn
“We were looking for a unicorn, and we found her! We needed someone who could do it all, and I honestly didn’t think they existed. We interviewed service designers and a few larger creative agencies, but WeSHiFT was the only one that took the time to understand us and didn’t propose a cookie-cutter approach.
For us it is critical that our participants feel heard and engaged, and Catalina’s approach exceeded our expectations. I never have to worry about anything, she’s the dream.”
Sarah Exton - C-level executive, Founder, Board Member
Sarah Exton - Board Member - Chief Experience Officer
The WeSHiFT Way
We find the Real Story
Before we build anything, we get in the trenches with you.
We listen to your customers and your team to understand what they truly need, think, and feel. We map this against your biggest goals and find where your "clunky systems" and "daily fires" are really getting in the way.
No Million-Dollar dreams that never see the light. Just practical and impactful changes that work.
Your team has been through "change" before. They've seen the cookie-cutter templates and the "lofty ideas" that never go anywhere. Our process is different. It's built with your team, not for them.
We co-design a doable (and exciting) roadmap
This isn't a "fantasy date". Together, we design a bold vision for your CX that is also doable.
Then, we create the practical roadmap—the step-by-step blueprints to get there, starting with the small wins that build momentum and prove change is possible.
We roll up our sleeves and implement
This is where we make sure nothing gets "stuck in a drawer".
I stay by your side as part of your team to co-design every detail and implement the changes. We test, we learn, and we make your new, unforgettable experience a reality.
Our (not so) secret-sauce?
Creativity, Empathy and Implementation.
Throughout this entire journey, we use clever co-design workshops that actually feel fun and get your team excited. We bring back the energy and "get-it-done" spirit to turn your purpose into an experience your customers and team can finally feel.
Ready to prove your purpose?
This isn't a sales pitch. It’s a 30-minute, "no corporate BS" strategy chat.
Bring your biggest "daily fire" or "clunky system" frustration, and we'll have a practical, sleeves-rolled-up talk about it.
No "beige solutions" , no "PowerPoint fantasies".
Just a real conversation to see if we're a good match.
