A queue, a booking, a phone call, a form, an app. We walk the journeys your customers and staff actually move through. Stores, branches, lodges, campuses, systems. We find where the experience leaks value, then fix it. Measured before and after.
Customer & employee experience · Digital, physical, or mixed · Findings are yours either way
A form is one interface. Queues, arrivals, check-ins, and calls get the same treatment.
“How much did you spend on the system?”
“And how many of your people use it correctly today?”
That gap is an experience problem, not an IT problem. The same leak runs through your customer's day: the queue that stalls, the check-in that drags, the form abandoned halfway. Staff-side or customer-side, we measure it and close it.
Customer experience and employee experience, across sectors and domains. The method doesn't change based on where people wait, ask, or fill something in, whether that's on a screen, on a shop floor, or both at once.
Customers rarely complain. They just don't come back. We audit your store the way a shopper experiences it, queues, layout, the ad-hoc WhatsApp orders nobody's tracking, and fix the friction.
Lodges and hotels compete globally, and the competition is decided in moments: the arrival after a long transfer, the question nobody answered. We fix the moments that decide your reviews.
Customers don't switch banks over rates. They switch over Tuesday mornings in your queue. We audit the hall and the app together and show you exactly which visits belong in the channel you already paid for.
Registration queues. Scattered information. First-years lost right when the experience should be winning their loyalty.
Available nowMenus that stall decisions. Waits that feel longer than they actually are. Payment friction that sours a good meal right at the end.
Available nowEntry queues that eat the first hour, bar service that can't match half-time. Flow design for when everyone arrives at once.
Selective engagementsWaiting without knowing how long it'll be. Writing the same details down three times. Then a pharmacy queue after the consult, on top of it all.
Selective · private clinicsWayfinding that assumes you already know where you're going. Information only staff have access to. Queues with no order and no updates.
Via partnership & tenderForms rejected after the queue instead of before it, multiple trips for one service. Redesign that restores dignity to public queues.
Via tender, referencedEmployee experience runs through all of it. The staff-side systems, the handovers, the workarounds behind every customer moment: all of it is part of every audit.
Whatever the sector, every engagement runs on the same engine. We watch real behaviour, map where it breaks down, redesign the moments that matter, and measure what changed.
The full audit, covering digital, physical, or a mix of both. We walk the journey the way your customers and staff actually experience it, measure where value leaks (abandonment, queues, workarounds, systems nobody uses), and hand you a fix roadmap in priority order, with an ROI Leakage Assessment.
Fix the forms customers abandon and the processes staff work around, on paper or on screen. One fix, one price, measured before and after.
You bought the system. We make people actually use it: workflows, approval flows, dashboards, and navigation, all redesigned around real behaviour.
Kill the duplicate data entry, the manual report compilation, the copy-pasting between systems. Just smarter connections between tools you already own.
We stay on after the fix. Onboarding, user testing, training, change support, monthly KPI monitoring, so improvements actually stick and new friction gets caught early.
Two hours on one process, system, or journey. Could be a store walk-through, a branch visit, or a screen-share, whatever fits. You get written findings either way, whether we end up working together or not.
We pick the friction point with the highest return, redesign it, and measure before and after: completion rates, wait times, support queries. Proof, not promises.
A complete assessment and redesign across the journey, followed by an adoption program that keeps the gains: training, monitoring, monthly KPI reporting.
Every step earns the next. In a market where reputation travels fast, that's how it should be.
These are results from our experience and adoption redesigns. It's the same method we now bring to shop floors, banking halls, and guest journeys across Botswana.
The queue that moves without explanation. The form that gets rejected after the wait. The call that transfers you three times. The app nobody trusts enough to use. We watched people push through journeys like these for years, customers and staff both, and noticed the same thing every time. Nobody complains. They just stop coming back, or quietly work around the system.
These aren't staff problems or customer problems. They're design problems: journeys that piled up over time instead of ever actually being designed.
And yes, often the frustration arrived wrapped in an expensive new system. Most companies don't digitise their processes. They digitise their inefficiencies, and that's one of the biggest leaks we fix. It's the experience we're loyal to, not the technology. Digital, physical, or mixed, we audit the journeys people actually move through, find where the experience leaks value, and fix it.
Founder-led and deliberately small. The person who walks your journey is the person accountable for the result. Specialist partners join in for deep platform work when it's needed.
![[Founder Name]](images/ben_im.png)
[One line: background in digital product and systems design. Leads every audit and redesign.]
[One line: leads observation, user research, and the measurement behind every before/after number.]
[One line: leads how Promptera shows up: content, partnerships, and the stories our results tell.]
Tell us which journey frustrates people the most, whether that's customers or staff, on screens or on floors. We'll spend two hours on it, on-site or over a screen-share, and send you written findings. No charge, no obligation, and no pitch until you ask for one.
info@promptera.co.bw · +267 71 780 986 · Gaborone, Botswana
