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Customers are waiting, dropping off, or not coming back.
The queue, form, call, booking, or handover is creating friction somewhere in the journey.
Customers abandon journeys. Employees quietly work around what’s broken, and the systems you paid for sit half-used. We find the friction, show you what it’s costing, and fix it.
They show up as operational problems, customer complaints, wasted staff time, low adoption and abandoned processes.
The queue, form, call, booking, or handover is creating friction somewhere in the journey.
Spreadsheets, WhatsApp messages, repeated data entry, and manual checks are often evidence of a broken workflow.
The software may be capable. The workflow, training, or experience around it may not be. Most companies don't digitise their processes, they digitise their inefficiencies.
We turn vague frustration into observed friction, priorities, and measurable opportunities.
Whatever the sector, every engagement runs on the same four-step engine.
Observe customers, staff, systems, and handovers, built from real observation, not assumptions. Identify where friction occurs and what it's costing you.
Redesign the forms, processes, journeys, and service moments people abandon or work around. One fix, one price, measured before and after.
Workflows, approval flows, dashboards, and navigation redesigned around real behaviour, so people actually use what you bought.
Onboarding, training, and monthly KPI monitoring, so gains stick and new friction gets caught early instead of quietly piling up again.
Two hours. One journey. Findings yours to keep.
Tell us which customer, employee or digital journey frustrates people most. We observe it on-site or remotely, identify the highest-value friction and give you written findings.
Book the free 2-hour diagnosticTwo hours on one process, system, or journey. 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. Proof, not promises.
A complete assessment and redesign across the journey, connected touchpoints included.
Onboarding, training, and monthly KPI monitoring, so the gains stick and new friction gets caught early.
Start with the moment that matters most to your organisation.
Employee 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.
These are results from our experience and adoption redesigns. It's the same method we bring to every journey.
The queue that keeps moving without explanation. The form that gets rejected after the wait. The call that transfers you three times. The system employees quietly work around. The app nobody trusts enough to use. These moments look small. But repeated across thousands of interactions, they become lost time, unnecessary effort, frustrated people and missed value. We formed Promptera because we kept seeing the same thing:
The problem usually isn't the customer. It isn't the employee. And it isn't always the technology. It's the journey.
Journeys that have grown over time without ever being deliberately designed. Processes that were built around internal structures instead of how people actually move through an organisation. New technology layered onto old inefficiencies. We believe those problems can be seen, understood and fixed.
Every customer moment has a staff-side system behind it. We examine both sides of the journey.
Forms, apps, branches, stores, systems, and handovers are part of one connected experience.
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)
Leads how we find friction and redesign around it, drawing on product and systems design.
![[Tech Lead Name]](images/tshep_im.jpg)
Leads the build, turning identified friction into practical technology solutions.
![[Marketing Lead Name]](images/laone_im.png)
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
