CUSTOMER EXPERIENCE COACHING // 90 minutes Work one-on-one with a Trestles expert to refine the way you interact with and serve customers.

SKILLS INVENTORY SESSION // 90-minute session Explore the strengths of your team to better harness your capabilities.

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 necessary to set-upyour business. WEB DESIGN CONSULT // 2 one-on-one sessions, & 2 wks of design Improve or develop your company website.

MENU DESIGN CONSULT // 2 one-on-one sessions, & 2 wks of designExplore 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 customer-facing location to help you plan for space design, wayfinding, and customer flow.

INTRODUCTION TO OPERATIONS SESSION // 2 hours Work through your back-end structure with an operations expert

SOCIAL MEDIA CONSULTATION // 2 hours Spend time with a social media expert asking questions and mapping out a social media strategy.

BRAND EXPLORATION SESSION // 2 hours Work one-on-one with a branding expert to explore your visual identity.

BRAND DEVELOPMENT // 2 weeks Work one-on-one with a branding expert to create design elements and/or artifacts that reflect your visual identity.

Trestles is a service design consultancyuniquely equipped to help businesses atthe intersection of technology and brick

and mortar to develop authentic, intuitive,and integrated customer experiences.

REBECCA HORTON

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 through-

out her career, to name a few: leading user experience research efforts and designing user

journeys for Fortune 500 insurance industry titan Verisk Analytics, designing and executing a

custom methodology for conducting usability research with several DC restaurant families,

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.”

CATHERINE WOODIWISS

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 Kabul-

based 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.

OUR FOUNDERS

Work one-on-one with a Trestles expert to refine the way you interact

Explore the strengths of your team to better harness your capabilities.

Assist you with compiling and completing all documentation necessary to set-up

2 one-on-one sessions, & 2 wks of design

2 one-on-one sessions, & 2 wks of design

Develop a detailed flow diagram and digital rendering of a customer-facing location

Spend time with a social media expert asking questions and mapping out a social

Work one-on-one with a branding expert to explore your visual identity.

Work one-on-one with a branding expert to create design elements and/or artifacts

SERVICES

.

PIVOT POINTS WORKSHOP // 3 hoursDisrupt your offerings through a series of creative, reframing exercises.

.

SERVICE KALEIDOSCOPE // Half-day with lunchUtilize a unique visual framework to uncover new opportunities and adapt your way of doing things.

.

.

PROCESS DESIGN SESSION // Half-day (with lunch)Develop a detailed step-by-step process map for delivering experiences to each of your customer segments. CONCEPT BUNDLING SESSION // 2-3 hours

2 hours

4 weeks

your business to new audiences.

3 weeks

CONCEPT BUNDLING SESSION // 2-3 hoursDevelop a compelling narrative to convey your service offerings.

ROADMAP TO IMPLEMENTATION // 3 weeks Create a detailed roadmap of how you will execute your new offering.

PROCESS ASSESSMENT SESSION //Explore your service delivery process with two members of our team and highlight key areas for improvement, refinement, or redesign.

1.5-2.5 days

Workshops and TrainingsCONSULTATION OF NEW VENTURE // Receive input on your new venture and ways to focus efforts in the coming months.

90 minutes

CONSULTATION OF CURRENT STATE // Explore your current offerings and identify new opportunities for growth and/or refinement.

120 minutes

CUSTOMER EXPERIENCE SAFARI // Experiential learning opportunity for established organizations to get a taste of what makes "experience brands" unique and how to build one of your own.

3 Days

LATERAL THINKING WORKSHOP // Learn new thinking tools, resources, and frameworks to drive powerful innovations.

Half-day with lunch

INTRODUCTION TO SERVICE DESIGN // Learn about how the emerging field of service design can help you understand, improve, and redefine your business.

2.5 hours

DESIGN THINKING CRASH COURSE // 4 daysThis crash course covers the basics of design thinking and offers and introduction to how toemploy a design thinking process within your organization.

ADD-ONS

CUSTOMER RESEARCH VISIT // 60-90 minutesVisit one of your customer-facing locations to explore potential opportunitiesfor improvement.

$300

CUSTOMER EXPERIENCE COACHING // 90 minutes Work one-on-one with a Trestles expert to refine the way you interact with and serve customers.

$275/ session

STAFF EMPATHY TRAINING // 1-2 weeks per locationTrain your staff in best practices for customer engagement.

$3,500 per location

EXPERIENTIAL MARKETING // 4-6 weeksConceptualize, plan and execute unique buzz-generating experiences to introduce and promote your business to new audiences.

starting at $7500

BRAND DEVELOPMENT // 2-4 weeksWork one-on-one with a branding expert to create design elements and/or artifacts that reflect your visual identity.

starting at $3500

Annual Plans (The Best of Trestles)BUILDER-CUSTOMER EXPERIENCE AND OFFERING DESIGNTurbo-charge your startup with this annual engagement. Includes a Consultation of New Venture session, 12 months of coaching support and three strategic plans, covering: customersegments, delivery system, and service offerings with price points.

FRANCHISER-TESTING, REFINING, AND STREAMLINING OF NEW LOCATIONS Let us help you plan for successful growth via a blend of observational market research, usertesting, and service optimization work. This engagement begins through a series of scoping work-shops and continues through a three-month intensive design project followed by 8 months ofimplementation coaching.

INNOVATOR-CORPORATE SERVICE DESIGN AND DISRUPTIVE INNOVATION Our premiere annual plan for established corporations to develop and launch a new offeringor increase customer satisfaction and retention. Fully customizable, it includes a kickoff workshopseries, 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.

Customer Experience Research

TRESTLES LABS // Test a new offering or set of offerings in a live setting with users recruited by Trestles.

USABILITY CONSULT // Conduct a qualitative research study to explore areas for improvement in your service.

4-8 weeks

TARGET MARKET ASSESSMENT // Explore your potential or existing user base through a blend of unique qualitative and quantitative research methods.

2 months

LEAD USER STUDY // 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.

3 months

90-180 minutes per sessio

PROCESS DESIGN SESSION //Develop a detailed step-by-step process map for delivering experiences to each of your customer segments.

Half-day (with lunch)

thetrestles.com

STAY IN TOUCH: @trestletweets 202-688-5414 info@thetrestles.com