LAS Customer Journey
Verbal Decision-Theoretic Version
I have not modeled the customer journey as a traditional marketing funnel. Instead, I have modeled it as a sequence of decisions under uncertainty, where both the client and LAS are attempting to maximize their respective utility functions.
Our Story
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Meet The Team
Don Francis
Stage 1: Awareness
Client State
The client experiences a problem:
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Communication is unclear.
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Stakeholders disagree.
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A system is difficult to explain.
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Complexity is preventing action.
The client may not yet know LAS exists.
Decision
Should I continue operating with my current understanding or seek outside assistance?
Possible actions:
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Ignore problem
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Continue existing approach
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Seek consultant
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Seek LAS
Stage 3: Evaluation
Client investigates.
Questions include:
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Can LAS solve my problem?
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Is the methodology credible?
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Is the cost justified?
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Do I trust this organization?
Client Objective
Reduce uncertainty.
LAS Objective
Demonstrate value.
Stage 4: Initial Contact
Client reaches out.
Information exchange begins.
LAS attempts to identify:
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Objectives
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Constraints
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Stakeholders
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Desired outcomes
Decision
Should both parties proceed?
Possible outcomes:
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No fit
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Future opportunity
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Proceed to discovery
Stage 5: Discovery / Model Construction
LAS gathers information.
Activities:
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Interviews
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Documentation review
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Systems mapping
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Utility function identification
Client Decision
Provide deeper access?
LAS Decision
Invest additional effort?
Stage 6: Proposal
LAS presents:
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Scope
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Deliverables
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Timeline
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Price
Decision
Accept proposal?
Possible outcomes:
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Accept
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Negotiate
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Decline
Stage 7: Engagement
Project begins.
LAS creates:
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Models
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Diagrams
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Simulations
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Animations
Client evaluates progress continuously.
Stage 8: Delivery
LAS presents final product.
Client learns:
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New relationships
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Constraints
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Tradeoffs
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Strategic opportunities
Decision
Implement insights?
Stage 9: Outcome
Client experiences:
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Better understanding
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Improved communication
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Better decisions
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Reduced uncertainty
Stage 10: Long-Term Relationship
Satisfied clients may:
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Purchase additional services
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Refer others
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Become collaborators
At this point trust becomes a valuable asset.
Ashley Jones
Stage 2: Recognition
Client encounters LAS.
Examples:
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Website
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Social media
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Referral
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Presentation
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Case study
Client learns:
"LAS does not merely create animation.
LAS builds visual decision models that clarify complex systems."
Decision
Is my problem significant enough to justify further investigation?
Possible actions:
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Leave website
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Save for later
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Contact LAS
Tess Brown
Office Manager
Lisa Rose
Product Manager
Kevin Nye
HR Lead
Alex Young
Customer Support Lead
Our Clients
