BARBARABALLARD
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Systems Experience Consultant

Your customers bought outcomes. Can they achieve them?

When customers never really implement your product or avoid calling your organization "at all costs" that's not a product problem—it's a systems experience problem.

I help executives design coordination systems that improve customer retention without overwhelming your teams.

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Stop Losing Millions to Systems That Fight Human Nature

I help complex B2B companies understand why technically perfect systems fail - and design solutions that work with how people actually think and act.

When Your Organization Needs Systems Experience Design

Warning Signs of Coordination Breakdown

Your customer success teams are scaling linearly with customer growth because customers need constant coordination help

Your retention metrics look good but customers still struggle to achieve the business outcomes they purchased

"Simple" questions like "How many customers actually use feature X successfully?" take weeks to answer across multiple systems

Cross-team projects fail not because of technology, but because teams optimize for different metrics that conflict with customer outcomes

Customers create workarounds rather than engage with your support systems because coordination takes too long

What I Discover in 4 Weeks

The Systems Experience Diagnostic

Metrics Reality Assessment: What your KPIs actually predict about customer outcomes vs. what you think they predict

Customer Coordination Overhead: How much time customers spend managing your internal team handoffs

Hidden Intelligence Inventory: Existing data and insights that could solve problems but aren't reaching decision-makers

Cross-Team Impact Analysis: How individual team optimizations create customer experience problems

ROI Impact Modeling: The business cost of coordination failures and measurement disconnects

The Business Impact

Cost Reduction

  • $5M+ identified in a single database architecture review by uncovering redundant processing and manual reconciliation
  • Reduced customer coordination overhead by eliminating handoffs that force customers to manage vendor relationships
  • Prevented executive intervention on customer escalations through systematic coordination design

Accelerated Growth

  • Improved trial conversion by measuring "time to ROI" instead of just "time to value"
  • Increased expansion rates by connecting customer success patterns to business outcome achievement
  • Reduced competitive vulnerability when customers can achieve outcomes without vendor dependency

Risk Mitigation

  • Early detection of customer outcome achievement problems before they affect retention
  • Compliance-friendly improvements that respect regulatory requirements while improving experience
  • Scalable solutions that work as customer complexity and organizational size increase
  • Human-centered AI

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"Organizations are becoming more complex, not simpler. The companies that thrive will be those that can deliver coherent experiences across complex systems."

The question isn't whether you need systems thinking in your customer experience. The question is whether you'll develop it before your competitors do.

Ready to Understand What's Really Happening?

Start with a 4-Week Diagnostic

Week 1-2: Map current metrics vs. customer outcome reality across your organization
Week 3: Discover existing intelligence that could solve coordination problems
Week 4: Validate findings with direct customer conversations about their operational experience
Deliverable: Systems experience assessment with specific ROI opportunities identified
Outcome: Clear roadmap for coordination improvements that drive customer outcome achievement