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Let’s build something impactful together.

Whether you’re scaling a D2C brand, fixing stalled growth, or rethinking customer experience, Boltworks partners with you to design journeys that convert, retain, and scale.

Image by Boston Public Library

Customer Journey

Journey Mapping & Diagnosis

Understand how customers actually move across discovery, purchase, post-purchase, and retention.

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  • End-to-end customer journey mapping across all stages

  • Identification of friction, confusion, and dead ends

  • Mapping journeys to real customer behaviour, not assumptions

Growth Leakage Analysis

Identify where revenue, intent, and trust are leaking across journeys and funnels.

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  • Funnel and journey drop-off analysis

  • Revenue and conversion leakage identification

  • Quantification of impact from key breakpoints

CX Audits Tied to Revenue

Evaluate website, lifecycle, and support experiences based on business impact—not aesthetics.

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  • Website, lifecycle, and support CX audits

  • Issues prioritized by revenue and retention impact

  • Separation of cosmetic issues from growth blockers

Opportunity Prioritization

Focus teams on the fixes that matter most using impact vs effort frameworks.

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  • Impact vs effort scoring of CX and growth initiatives

  • Identification of quick wins vs structural fixes

  • Creation of phased, realistic roadmaps

Customer Intent & Decision Mapping

Decode why customers hesitate, abandon, or convert at key moments.

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  • Intent analysis across key journey stages

  • Decision-moment and hesitation mapping

  • Behavioural drivers behind conversion and drop-off

Cross-Team Journey Alignment

Align marketing, CX, product, and ops around one shared journey and growth narrative.

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  • Alignment across marketing, product, CX, and ops

  • Shared journey definitions and ownership models

  • Clear growth narrative for leadership and teams

Designed for Clarity.
Built for Growth.

The Building Blocks of Customer Journey

Image by Afif Ramdhasuma

UI/UX & CRO

UX & Experience Audits (Mobile-First)

Audit key journeys with a focus on clarity, usability, and intent, especially on mobile.

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  • Mobile-first UX and UI audits

  • Evaluation of key journeys and flows

  • Identification of usability and clarity gaps

Navigation & Discovery Design

Improve information architecture, search, filtering, and product exploration.

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  • Information architecture optimization

  • Search and filtering experience design

  • Category and product discovery improvements

Product & PDP Optimization

Optimize content, layout, trust signals, and decision support on product pages.

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  • PDP structure and content optimization

  • Trust signals, reviews, and reassurance elements

  • Decision-support and comparison improvements

Checkout & Funnel Optimization

Reduce friction across cart, checkout, forms, and payments.

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  • Cart and checkout flow optimization

  • Form, payment, and error handling improvements

  • Abandonment and drop-off reduction

Conversion Rate Optimization (CRO)

Structured CRO using hypotheses, testing, and learnings.

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  • CRO hypothesis development and prioritization

  • Messaging, CTA, and friction reduction

  • Conversion-focused design improvements

Performance & Experience Optimization

Improve speed, stability, and experience to support higher conversion.

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  • Page speed and performance optimization

  • Experience stability and responsiveness improvements

  • Ongoing experience tuning

Built to Convert.
Design to Reduce Friction.

The Building Blocks of Digital Experience & CRO

Image by Maddi Bazzocco

Retention & Loyalty

Lifecycle Strategy & Planning

Define what customers need at each stage from first purchase to loyalty.

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  • Lifecycle stage definition and mapping

  • Retention levers aligned to business goals

  • Repeat purchase strategy design

Post-Purchase & Support Journeys

Design onboarding, reassurance, education, returns, and service flows.

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  • Order confirmation and reassurance journeys

  • Education and onboarding content flows

  • Returns and service experience optimization

Email & WhatsApp Journeys

Create behaviour-based, trigger-driven lifecycle messaging.

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  • Behaviour-based lifecycle journeys

  • Triggered messaging across key moments

  • Timing and frequency optimization

Repeat, Upsell & Cross-Sell Flows

Increase order frequency and value without over-promotion.

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  • Repeat purchase journey design

  • Upsell and cross-sell flow creation

  • Value-led, non-intrusive promotions

Loyalty & Membership Design

Build programs that reward repeat behaviour and strengthen brand connection.

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  • Loyalty structure and benefit design

  • Tiering and progression journeys

  • Engagement and reward communication

Win-Back & Churn Reduction

Re-engage inactive or at-risk customers intentionally.

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  • Churn signal identification

  • Targeted win-back journeys

  • Incentive and messaging optimization

Designed to Bring Customers Back.

The Building Blocks of Retention & Loyalty

Image by Tran Mau Tri Tam ✪

Customer Analytics

Funnel & Journey Analytics

Understand how customers move and where they drop off.

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  • Funnel and journey performance analysis

  • Drop-off and conversion diagnostics

  • Stage-wise behaviour insights

Conversion & Retention Analysis

Analyse purchase behaviour, repeat patterns, and churn drivers.

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  • Purchase and repeat behaviour analysis

  • Cohort and retention tracking

  • Churn and engagement drivers

Cohort & Customer Segmentation

Segment customers based on behaviour, not assumptions.

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  • Behaviour-based segmentation

  • Segment-level performance insights

  • Opportunity identification by cohort

CX Metrics Linked to Revenue

Map CX performance to AOV, LTV, CAC, and retention.

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  • CX metrics mapped to AOV, LTV, CAC

  • Retention and revenue linkage

  • Experience performance tracking

Dashboards & Reporting

Create clear dashboards for teams and leadership.

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  • Leadership and team dashboards

  • Action-oriented reporting

  • Clear visibility into priorities

Opportunity Sizing & Impact Estimation

Quantify which initiatives will deliver the highest return.

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  • Growth opportunity sizing

  • Impact forecasting

  • ROI-based prioritization

From Guesswork to Clarity.

The Building Blocks of Customer Analytics

Image by Fotis Fotopoulos

Automation

MarTech & CRM Architecture

Design lifecycle and CRM systems that support journeys end-to-end.

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  • Lifecycle and CRM stack design

  • Marketing automation architecture

  • Data flow alignment

Shopify Ecosystem Advisory

Guide on Shopify apps, integrations, and platform capabilities.

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  • Shopify app and platform advisory

  • Integration planning

  • Scalability optimization

Tool Selection & Vendor Evaluation

Help teams choose the right tools and avoid unnecessary ones.

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  • Tool and vendor evaluation

  • Capability and cost benchmarking

  • Stack rationalization

Lifecycle & Marketing Automation

Automate journeys across acquisition, retention, and support.

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  • Acquisition and retention automation

  • Trigger-based workflows

  • Journey automation

Customer Support & Service Automation

Design chat, helpdesk, and service workflows for efficiency and trust.

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  • Chat and helpdesk workflow design

  • Proactive service automation

  • Trust and efficiency optimization

Cross-System Integration

Ensure data and workflows flow smoothly across commerce, marketing, and CX tools.

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  • Commerce, CRM, and CX integration

  • Data and event synchronization

  • System reliability and accuracy

Built to Scale.​ 
Design to Simplify.

The Building Blocks of Automation

Image by Fotis Fotopoulos

Implementation

Execution Planning & Roadmapping

Translate strategy into phased, realistic execution plans.

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  • Phased execution plans

  • Milestone and sprint planning

  • Delivery readiness

Cross-Vendor Orchestration

Align agencies, developers, and internal teams around one roadmap.

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  • Agency and vendor coordination

  • Dependency management

  • Single-threaded ownership

QA, Testing & Validation

Ensure what ships works as intended across journeys.

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  • Journey and experience QA

  • Validation against intended outcomes

  • Issue identification and resolution

Iteration & Optimization Support

Continuously improve based on real-world performance.

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  • Performance reviews

  • Continuous optimization cycles

  • Learning-led improvements

Enablement & Handover

Help teams adopt, own, and sustain improvements.

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  • Team enablement and documentation

  • Adoption support

  • Knowledge transfer

Alignment & Progress Tracking

Maintain visibility, accountability, and momentum across execution.

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  • Execution visibility

  • Accountability frameworks

  • Momentum and progress tracking

From Insight to Execution.

The Building Blocks of Implementation

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