CUSTOMER EXPERIENCE COACHING // 90 minutes
Work one-on-one with a Trestles expert to refine the way you with and serve customers.
SKILLS INVENTORY SESSION // 90-minute session
Explore the strengths of your team to better harness your cap
STAFF EMPATHY TRAINING // 2 weeks
Train your staff in best practices for customer engagement.
BUSINESS STRUCTURE SET-UP // 3 hours
Assist you with compiling and completing all documentation n your business.
WEB DESIGN CONSULT // 2 one-on-one sessions, & 2 wks Improve or develop your company website.
MENU DESIGN CONSULT // 2 one-on-one sessions, & 2 w Explore ways to improve and/or redesign your menu.
STORE LAYOUT DESIGN // 4 wks of hands-on work, 2 weeks to develop digital imagery Develop a detailed flow diagram and digital rendering of a cus to help you plan for space design, wayfinding, and customer fl
INTRODUCTION TO OPERATIONS SESSION // 2 hours Work through your back-end structure with an operations ex
SOCIAL MEDIA CONSULTATION // 2 hours
Spend time with a social media expert asking questions and m media strategy .
BRAND EXPLORATION SESSION // 2 hours
Work one-on-one with a branding expert to explore your visu
BRAND DEVELOPMENT // 2 weeks
Work one-on-one with a branding expert to create design ele that reflect your visual identity .
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OUR FOUNDERS REBECCA HORTON
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Rebecca leads Trestles’ creative work. She has over seven years of consulting experience and an MA in Design Management from SCAD. Rebecca has led projects for over 40 clients throughout her career, to name a few: leading user experience research efforts and designing user
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journeys for Fortune 500 insurance industry titan Verisk Analytics, designing and executing a custom methodology for conducting usability research with several DC restaurant families,
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and spearheading Hanover Research’s shift from white paper deliverables to infographics and visually-enhanced presentations. While Rebecca possesses many creative talents (both technical and strategic), her real passion is helping organizations “pivot into future what ifs.”
acing location
CATHERINE WOODIWISS
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Trestles is a service design consultancy uniquely equipped to help businesses at the intersection of technology and brick and mortar to develop authentic, intuitive, and integrated customer experiences.
Catherine advises Trestles’ culture work. She is a writer, ethnographer, and systems thinker interested in unexpected pairings and de-siloed thought. Over the course of her career, Catherine has led branding, strategy, and partnership development initiatives for a Kabulbased higher education initiative, developed public health programs in Haiti, the Dominican Republic, and Central Asia and helped launch the DC office for an international development NGO. Catherine is also a SXSW speaker, a co-founder of Homestage, and a writer and editor for Sojourners. In each of her projects, Catherine investigates the validity of our day-to-day assumptions: whether exposing unintended consequences, identifying systems, and/or illuminating motivations.
d/or artifacts
SERVICES
PROCESS DESIGN SESSION // Half-day DESIGN THINKING CRASH COURSE // 4(with days lunch)
Develop a detailed step-by-step process map for delivering experiences to each of your This crash course covers the basics of design thinking and offers and introduction to how to customer employ a segments. design thinking process within your organization.
CONCEPT BUNDLING SESSION // 2-3 hours
Annual Plans (The Best of Trestles)
SERVICE KALEIDOSCOPE // Half-day with lunch
BUILDER-CUSTOMER EXPERIENCE AND OFFERING DESIGN
Utilize a unique visual framework to uncover new opportunities and adapt your way of doing things.
Turbo-charge your startup with this annual engagement. Includes a Consultation of New Venture session, 12 months of coaching support and three strategic plans, covering: customer segments, delivery system, and service offerings with price points.
CONCEPT BUNDLING SESSION // 2-3 hours Develop a compelling narrative to convey your service offerings.
. FRANCHISER-TESTING, REFINING, AND STREAMLINING OF NEW LOCATIONS
PROCESS ASSESSMENT SESSION // 1.5-2.5 days
Let us help you plan for successful growth via a blend of observational market research, user testing, and service optimization work. This engagement begins through a series of scoping workshops and continues through a three-month intensive design project followed by 8 months of implementation coaching.
Explore your service delivery process with two members of our team and highlight key areas 2 hours for improvement, refinement, or redesign. 4 weeks PROCESS DESIGN SESSION // Half-day (with lunch)
INNOVATOR-CORPORATE SERVICE DESIGN AND DISRUPTIVE INNOVATION Our premiere annual plan for established corporations to develop and launch a new offering or increase customer satisfaction and retention. Fully customizable, it includes a kickoff workshop series, a three-month intensive where we help you move from solutions to prototypes, end-to-end user testing, and recurring coaching and advising sessions to help you not only with discovering new opportunities but refining and rolling them out.
Develop a detailed step-by-step process map for delivering experiences to each of your your business to new audiences. customer segments. 3 weeks
LATERAL THINKING WORKSHOP // Half-day with lunch
Learn new thinking tools, resources, and frameworks to drive powerful innovations.
ROADMAP TO IMPLEMENTATION // 3 weeks Create a detailed roadmap of how you will execute your new offering.
Customer Experience Research USABILITY CONSULT // 4-8 weeks Conduct a qualitative research study to explore areas for improvement in your service.
ADD-ONS
TARGET MARKET ASSESSMENT // 2 months Explore your potential or existing user base through a blend of unique qualitative and quantitative research methods.
LEAD USER STUDY // 3 months
CUSTOMER EXPERIENCE COACHING // 90 minutes
Conduct hands-on research with your early adopters to garner insights .on how to improve and iterate your offering. This is ideal for B2C offerings.
STAFF EMPATHY TRAINING // 1-2 weeks per location
TRESTLES LABS //
EXPERIENTIAL MARKETING // 4-6 weeks
90-180 minutes per sessio Test a new offering or set of offerings in a live setting with users recruited by Trestles.
$275/ session
Work one-on-one with a Trestles expert to refine the way you interact with and serve customers.
$3,500 per location
Train your staff in best practices for customer engagement. starting at $7500
Conceptualize, plan and execute unique buzz-generating experiences to introduce and promote your business to new audiences.
BRAND DEVELOPMENT // 2-4 weeks
Workshops and Trainings CONSULTATION OF NEW VENTURE // 90 minutes Receive input on your new venture and ways to focus efforts in the coming months.
starting at $3500 Work one-on-one with a branding expert to create design elements and/or artifacts that reflect your visual identity.
CUSTOMER RESEARCH VISIT // 60-90 minutes Visit one of your customer-facing locations to explore potential opportunities for improvement.
CONSULTATION OF CURRENT STATE // 120 minutes Explore your current offerings and identify new opportunities for growth and/or refinement.
CUSTOMER EXPERIENCE SAFARI // 3 Days Experiential learning opportunity for established organizations to get a taste of what makes "experience brands" unique and how to build one of your own.
. INTRODUCTION TO SERVICE DESIGN //
2.5 hours Learn about how the emerging field of service design can help you understand, improve, and redefine your business.
PIVOT POINTS WORKSHOP // 3 hours Disrupt your offerings through a series of creative, reframing exercises.
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$300
thetrestles.com
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@trestletweets
202-688-5414
info@thetrestles.com