Good service isn't always memorable.
You can deliver exactly what a customer came for and still be leaving opportunities on the table. The details surrounding what you sell shape how customers experience its value, what they remember, and whether they want to come back or recommend you to others.
There may be opportunities hiding in moments like...
A first impression that works functionally, but doesn’t quite set the tone for what makes your business special.
A customer journey that makes sense to you and your team, but includes moments of uncertainty, friction, or missed connection for the customer.
Great individual touchpoints that don’t yet feel connected as part of one intentional experience.
Products, services, or thoughtful details customers enjoy, but don’t fully recognize as part of the value you provide.
Small points of friction that carry more emotional weight for the customer than they appear to from inside the business.
A distinct brand, story, or personality that isn’t coming through as strongly in the experience as it could.
Clutter, cleanliness, or maintenance details that seem minor, but change how polished and cared-for the business feels.
The Experience Audit
Elevated Experience Strategy & Design
Memorable experiences don’t happen by accident. They’re shaped through thoughtful service, intentional details, and a deeper understanding of how customers think, feel, behave, and remember.
Where we focus:
The Customer Journey
Looking across the experience from discovery and decision-making through arrival, the experience itself, departure, and beyond to identify friction, missed opportunities, and moments with the greatest potential for impact.First Impressions & Environment
Exploring how arrival, presentation, cleanliness, organization, sensory details, and the physical environment shape expectations and set the tone for what follows.Service Experience & Adaptability
Looking beyond service standards to how teams communicate, respond to individual needs, recover from friction, and create experiences that feel both consistent and human.Memorable Moments & Emotional Connection
Identifying opportunities for thoughtful details, rituals, recognition, personalization, surprise, and other moments customers are more likely to value and remember.Communication & Experience Clarity
Reviewing how expectations, services, policies, options, and opportunities are communicated so customers can more easily understand and enjoy what the business has to offer.Experience Positioning & Perceived Value
Exploring whether the experience customers actually encounter reinforces the business’s positioning, personality, promises, and the value it wants customers to perceive.Brand, Story & Sense of Place
Looking for opportunities to bring the business’s identity, story, personality, community, or point of view into the experience in ways customers can discover and connect with.
What You’ll Receive
The Experience Audit turns a fresh perspective into a clear strategy for creating a more thoughtful, memorable customer experience.
Collaborative On-Site Experience Review
A guided walkthrough of your business and customer experience, combining your team’s firsthand knowledge with an outside experience-design lens to uncover opportunities that are difficult to see from inside the day-to-day.Customer Journey Evaluation
A review of the experience from discovery and decision-making through arrival, the experience itself, departure, and beyond, identifying friction, missed opportunities, and moments with the greatest potential for impact.Environment & Experience Review
An assessment of presentation, cleanliness, organization, sensory details, signage, flow, and other physical cues that influence how polished, intentional, and cared-for the experience feels.Experience Elevation Recommendations
Prioritized recommendations for strengthening service, reducing friction, increasing perceived value, and making the overall experience more intentional and distinctive.Memorable Moments Strategy
Opportunities to incorporate thoughtful details, recognition, personalization, rituals, storytelling, surprise, and other moments customers are more likely to value and remember.Prioritized Experience Roadmap
A clear plan that organizes recommendations by priority, impact, and level of effort, helping you identify what to address first and where larger opportunities may require more time or investment.
Hi, I’m Miranda Allison.
I’m an experience designer with a background in psychology, marketing, hospitality, and recreation.
My career has given me the opportunity to work across the customer journey from several different perspectives, from front-line service and VIP guest experience to program leadership, resort marketing, and experience strategy. Working close to both customers and the teams serving them taught me how much of an experience lives in the details: the expectations we set, the environments we create, the way a moment makes someone feel, and what they remember afterward.
My background in psychology and marketing adds another layer to that perspective. I’m interested not only in what happens during an experience, but why it works: how people perceive value, make decisions, respond to friction, form memories, and develop emotional connections to businesses and experiences.
That’s ultimately what led me to found Pretty Darn Delightful. I bring those perspectives together to look beyond whether an experience is functioning and explore how it could become more intentional, distinctive, and memorable.
That’s the perspective I bring to The Experience Audit: an understanding of the customer, the experience, and the business behind it.
Let’s talk about your experience.
Curious whether The Experience Audit is a good fit for your business?
This complimentary 15-minute conversation is a chance to tell me a little about your business, customer experience, and goals, ask questions about the audit, and explore whether The Experience Audit is the right fit for what you’re looking to strengthen.
No preparation needed. Just bring your questions and ideas