Most purpose-led organisations don't have a bad onboarding. They have an undesigned one.
Your team is working hard. Your values are real. And yet something in the early experience isn't quite matching the organisation you're trying to build.
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Customers are taking longer than they should to feel confident.
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Staff are compensating for gaps that have never been formally addressed.
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You've grown and the onboarding that worked when you had 20 clients is quietly breaking under the weight of 200.​
The problem isn't effort, it's architecture.
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And until you know which layer is under the most pressure, you're guessing at the fix.
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The Experience Architecture Index stops the guessing.
A diagnostic built on a real framework. Not a generic quiz.
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Brilliant Basics: Are your systems and processes creating trust or friction?
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Intentional Direction: Is your experience deliberately structured, or are people navigating by instinct?
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Embedded Confidence: Is your onboarding actively reducing doubt, or leaving customers to manage uncertainty themselves?
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Purposeful Relevance: Does your experience adapt to the people going through it, or treat everyone the same?
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Clear Movement: Can your customers feel themselves progressing, or does momentum stall before it builds?
And then it applies the Signature Multiplier: the factor that determines whether your experience is competently delivered or unmistakably yours.
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Your result tells you exactly where your biggest opportunity sits and what to focus on first.
The Experience Architecture Index is built on the Experience Architecture Framework, a five-layer model designed specifically for purpose-led organisations in disability, health and wellbeing.
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It measures how your onboarding performs across:
28 carefully designed questions - Based on real onboarding breakdowns - Takes 10-20 minutes
Get the clarity your onboarding has been missing
A named opportunity:
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Your Experience Architecture result A named archetype that reflects where your organisation sits right now, and what that means for your onboarding.
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Your biggest opportunity identified:
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You won't get a generic summary. You will get a specific diagnosis of which layer is creating the most pressure and what it looks like when it's fixed.
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Personalised insights straight to your inbox
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Over the following days you'll receive focused breakdowns, real examples and practical thinking based on your specific result.
If you reply to any email in the sequence, I personally read and respond.
Take the index before 20-03-2026 for an extra bonus:
For those who answer a few short questions, I'll go deeper and share specific observations on what I'm seeing in your architecture.
This isn't automated. There's a real person on the other side.
This is for the leaders who care about driving real change.
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You lead a purpose-driven organisation in disability, health or wellbeing and you've been meaning to look properly at your onboarding for longer than you'd like to admit.
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You're growing and you can feel the early experience starting to stretch under the pressure of that growth.
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You have good people holding things together and you know that's not a sustainable foundation.
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You've tried fixing pieces of the experience and it hasn't created the shift you were hoping for.
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You want to know specifically where to focus, not another framework you have to figure out how to apply yourself.
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AND THIS IS NOT FOR YOU IF:
You're looking for a quick template to copy. The Index is a diagnostic, not a shortcut. What you do with the result is what creates the shift.
This is for you if...
"Catalina helped us take a dull onboarding process into a fun game that gets us even better results."
Manda Zoric.
Quality and Development Manager.
Waverley Social Enterprises
If marketing and operations had a baby, that would be me.
I’m obsessed with making purpose-driven organisations easier to experience; and easier to deliver.
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I work at the intersection of marketing and operations; where promises are made and where they must be kept.
Because no amount of marketing fixes a broken experience.
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As organisations scale, the gap between promise and performance widens.
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I build a bridge that aligns and connects them.
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The Experience Architecture Framework wasn't built in theory. It was built from years of watching genuinely good organisations lose loyalty not because they didn't care, but because their experience was never designed to scale what they cared about.
The Index exists because the first step to fixing your experience is knowing honestly where you are.
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Take it. See what it shows you.
Then decide what to do next.
These sections are older sections, I'm keeping here until I finish the page just in case
Onboarding is the doorway.
It is the first step to build loyalty.
The first 30–90 days are your honeymoon phase.
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This is when customers or participants decide:
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Did I make the right choice?
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Do these people have their act together?
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Is this going to be easy or more work than other alternatives?
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Can I see long-term value here?
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If that phase feels chaotic, unclear or like heavy mental-load that is what they imagine the rest of the relationship will be.
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BUT...
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When it’s intentionally designed, customers build:
• Clarity
• Confidence
• Capability
• Continuity
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And that is what creates retention, reduces internal stress and allows growth without chaos.
What happens after The Index?
Receive your personalised breakdown instantly
You get a short written insight explaining your lowest pillar and opportunities
You choose how you want to look at this: Ops, Customer or Differentiation? And we tailor your experience from there.
If you want deeper support, you can book a strategy session
No pressure. No spam. No googleable stuff.
Your responses are private. You’ll receive your results instantly. No public ranking. No awkward follow-ups.
The first 30 days protect more revenue than your pipeline does.
32%
of customers leave after just one bad experience.
*PWC
70%
of customers leave after just one bad experience.
23%
of organisations deliver seamless cross-team experiences.
Only
5to25
more to get a new customer than keeping existing ones
It costs
​If your first 30–90 days feel fragmented,
you are funding a leak.
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No amount of marketing can compensate for a chaotic start.
Most organisations focus on getting the YES.
Very few design what happens next.
Does this story board feel familiar?
Growth doesn’t break organisations.
It exposes the experience you never intentionally designed.
Most organisations don’t notice this happening until churn increases and teams are exhausted.
By then, teams, processes and systems feel like the problem.
But they are just the first visible crack.
