I design customer experiences that make people feel taken care of.
From the first touchpoint to everything happening behind the scenes. If it shapes how they feel about your business, I make sure it feels intentional, seamless, and worth remembering.
Your business can be working and still feel harder than it should.
- Great work
- Happy clients
- Real results
- Growing demand
- Too much still runs through you
- Clients get different versions
- Follow-up happens when you remember
- Growth keeps adding more moving parts
If the experience changes depending on how much you personally touch it, the business has outgrown the way it's running.
I find what's costing you, then design a better way.
I'm Mocha Washington, a Customer Experience Strategist. I look at what customers feel, what keeps making the business harder than it needs to be, and where money gets lost in the gaps.
Then we build what fits. That could be a CRM, cleaner workflows, automation, a learning space, new messaging, or a custom setup built around how you work.
Where do they feel confident, confused, forgotten, or ready for the next step?
What keeps coming back to you, getting missed, or depending on someone remembering?
Where are you losing the sale, repeat business, referrals, or the chance to keep the relationship going?
Which one sounds a little too familiar?
You don't need the solution. You just need to know what's not working, and what will.
Still somewhere between all of them? Start with a free discovery call.
Four ways in, and one that runs monthly.
The Client Success Audit
A 90-minute walk through your real client journey, from the first impression to what happens after the work is done.
- 90-minute strategy session, with the recording
- Audit the full journey through Clarity, Confidence + Consistency
- Spot the moments clients wait, wonder, or disengage
- Find retention, referral + rebooking opportunities
- Leave with a prioritized action plan
The Systems Success Audit
A 90-minute look at what's slowing the business down, creating repeat questions, or keeping you involved.
- 90-minute strategy session, with the recording
- Audit workflows through Clarity, Confidence + Consistency
- Find the handoffs, repeat tasks + owner dependencies
- Separate process problems from tech problems
- Leave with the next systems to fix, in order
Solo Experience Build
The full build for a business that's still built around you. One connected client experience, set up and migrated for you, so the business can carry more of the work than you're carrying by hand right now.
- Experience strategy + journey map
- Branded client-facing environment
- Workflows, communication + automation
- Copy for key client touchpoints
- Connected tools + clear handoffs
- 30 days of launch support
Multi Experience Build
For businesses where clients, team members, contractors, programs, and workflows all affect each other. We map how the moving parts should connect, then build the environment behind it.
The people, workflows + handoffs
How everything should connect
Portals, workflows + automations
Training + rollout
Timeline based on scope and complexity.
- Experience + operations architecture
- Connected portals, dashboards + workflows
- Roles, permissions + ownership structure
- Automations + cross-team handoffs
- Client, team or contractor environments as needed
- Documentation + training
- 30 days of launch support
Need a client workspace without a custom build?
MXMINI is the client workspace on its own. Their own portal, the work they're waiting on, messages, approvals, and invoices, all under your name. Month to month, nothing to architect.
Start with the call. It costs you nothing to find out.
Tell me what's happening in the business, what keeps landing back on you, and where the experience stops matching the rest of your brand. If one of these is right for you, I'll tell you which. If none of them are, I'll tell you that too.