Strat2i Consulting — From Strategy to Impact
Customer experience · Journey mapping

Better customer journeys. Stronger operations.

I help teams find where application, onboarding, and service journeys break down, and design practical fixes that connect the customer experience to the operations behind it.

Discuss an opportunity See a work sample

Available for fractional, contract, and project work

Illustrative journey map excerpt A two-lane journey map showing customer steps and internal operations across five stages, with three friction points marked where the two lanes disconnect. CUSTOMER OPERATIONS Apply Upload docs Wait Decision Onboard Intake Doc review Underwriting Handoff Setup Asked twice No status Dropped handoff
Illustrative journey map excerpt: where the customer path and the internal process stop lining up.
Where journeys break

Your process may work internally. Does it work for your customer?

Customers experience the whole journey, not individual departments. Each step can make sense on its own and still leave people confused about what to send, what is happening, and what comes next.

  1. 01
    Confusing requirements

    Applicants aren't sure what to submit, so the file arrives incomplete and your staff chase the missing pieces.

  2. 02
    Silence while you review

    No status, no timeline. Customers call to check in, or quietly move on to someone else.

  3. 03
    Disconnected handoffs

    Approval doesn't flow cleanly into onboarding, and ownership blurs between teams.

  4. 04
    No end-to-end view

    You have process documents and dashboards, but no single picture of what the customer actually goes through.

How I work

Understand the experience. Then design the improvement.

Every engagement follows the same disciplined path, scaled to the size of the problem.

01

Define

Agree on the customer, the journey, and where it starts and ends.

02

Assess

Review forms, screens, messages, and process documents against how customers actually move.

03

Map

Connect each customer step to the teams, systems, and handoffs behind it.

04

Prioritize

Deliver a ranked roadmap and a redesigned flow your team can act on.

Experience

A perspective that connects customers and operations

My background is product strategy and customer experience in financial services, where a confusing step costs you applications and a broken handoff costs you relationships. I've mapped and improved these journeys from both sides.

See services
Apply

New customer applications

Steps, information requirements, instructions, and how people move through them.

Decide

Credit application & underwriting experience

Submitting information, waiting through review, getting updates, and reaching a decision.

Start

Customer onboarding

Turning an approval or purchase into an active, engaged relationship.

Run

Back-end operations

Internal workflows, ownership, and dependencies that hold the customer journey up.

Ways to work together

Bring me in the way that fits the work

Ongoing support, an embedded assignment, or one well-defined project. Every engagement is scoped up front.

Most common starting point

Defined project

A bounded assessment, journey-mapping engagement, or improvement design with a clear deliverable and handoff.

  • Application & onboarding experience assessment
  • Current-state journey map
  • Prioritized improvement roadmap
Explore the assessment
Ongoing

Fractional support

Part-time leadership for a customer-experience or operational improvement priority.

  • Set priorities and cadence
  • Guide the team through change
Learn more
Embedded

Contract assignment

Hands-on support for a team, initiative, or period of change, remote-first.

  • Initiative or program support
  • Defined term and outcomes
Learn more
Work sample

A credit application, redesigned around the applicant

Walk through a working demo of the principles I bring to application journeys: say up front what's needed, explain why each question is asked, show progress, and make what happens next impossible to miss. Turn on the design notes to see the reasoning at each step.

Try the interactive demo

Illustrative demonstration with a fictional lender. It is not a client case study and collects no data.

Who you'll work with

Rafael (Raf) Olazagasti

Founder, Strat2i Consulting

I'm a product strategy and customer-experience leader. I've spent my career in financial services turning complicated journeys into ones people can finish, and turning strategy into backlogs teams can actually execute.

Strat2i is how I take that work beyond one organization. You work directly with me, not a bench of junior staff.

  • Certified Scrum Product Owner (CSPO)
  • Certified Credit Union Financial Counselor (CCUFC)
  • Journey mapping & service design

Which customer journey needs a closer look?

Tell me where customers or staff run into confusion, repeated work, or unclear handoffs.

Discuss an opportunity