LUMOSTake your pulse
SHAPE

Shape the experience.
Clarify the value.

Customer evidence. Value story. Investment clarity.

Lumos SHAPE helps leadership teams turn customer evidence into a clear experience direction. We define the value story, engagement journey and planning pathway needed to support confident investment decisions.

01/The shift

Where customer value guides investment

Every business holds valuable content, services, knowledge, tools, relationships, stories and assets. SHAPE helps leaders curate those inputs into a clear value story for the customer and the business.

We look across the broader engagement journey, then curate and connect what already exists into a cohesive experience direction. This helps the business focus investment where it can deepen customer connection, support community growth and create lasting value.

02/The journey

Discover→Shape→Validate.

Three connected offerings that help leaders find the right priority, shape the experience direction and test the journey before further investment decisions.

01
Discover

Customer Discovery Lab

For leaders who need to identify the right experience priority and understand where to focus investment.

What it discovers
  • View of existing content, services, knowledge and assets that can create stronger customer value
  • Key moments, gaps and opportunities across the engagement journey
  • Business value themes linked to growth, retention, engagement, customer connection and investment focus
  • Priority areas where the experience can tell a stronger value story
Outcome
Discover clear priorities worth shaping.
02
Shape

Customer Experience Lab

For leaders who need to turn customer insight and existing business value into an experience direction.

What it shapes
  • An engagement journey that carries the value story
  • Early experience concepts that show how customers connect, return and grow over time
  • Design horizons that sequence the foundations first, then the expanding layers of value
  • Investment logic that shows what to shape now, next and later
Outcome
Shape a journey to a value-led engagement.
03
Validate

Experience Prototype & Roadmap Sprint

For leaders who have defined the experience direction and need to validate the priority journey before further investment decisions.

What it validates
  • Priority customer pathways that need evidence before they move forward
  • Mid-fidelity design prototypes that make the future experience tangible
  • Key journey moments where value, content and interaction need to align
  • Customer feedback that helps leaders refine the direction and move forward with confidence
Outcome
Validate the journey forward.
From connected value to investment confidence.
04/Take your pulse

Ready to shape the story behind your strategy?

Schedule a free 30-minute conversation with the founding team and receive a personalised pulse for the story behind your next strategic move.

Book a free 30-minute sessionTake your pulse