How we work
Sometimes you need quick clarity. Sometimes you need a validated improvement. Either way, we identify where the experience stops working, prioritise the highest-impact changes, and help you improve conversion and retention before investing heavily in build.
How we can work together
Choose a focused engagement or a deeper partnership. Start with clarity and expand only when you have evidence that it will improve key business metrics.
48 hrs
Experience Teardown
Can you sanity-check this page/flow quickly?
A rapid, senior-led review of one page or flow to reveal the major customer experience blockers and show what to change first to improve conversion.
1-2 weeks
Experience Friction Audit
Where is your digital experience suppressing revenue?
A focussed experience audit that identifies where customers hesitate or disengage, explains why value isn’t landing, and prioritises the fixes most likely to improve conversion and retention.
3-4 weeks
Experience Improvement Sprint
What changes are most likely to improve your core metrics?
A structured sprint to prototype and test the highest-impact experience improvements identified in the audit so you can move forward with confidence and measurable direction.
8-16 weeks
Experience Performance Partner
How do you sustain continuous improvement and growth?
An ongoing experience performance partnership to systematically refine your customer journey, prioritise improvements, and lift conversion and retention as your business scales.
Not sure which area of your experience is costing you the most? Get the free scorecard. It takes 2 minutes and highlights your biggest conversion and retention challenges, so you know where to start.
Start small. Scale up if it’s worth it.
Most digital work gets priced like a rebuild. That’s backwards. The value lies in understanding what will move your key metrics before you build. So we start with the smallest engagement that produces clarity and expand only when there’s evidence it will improve outcomes.
So engagements are scoped like a dial, not a package: we start with the smallest piece of work that can produce a clear answer, then expand only when there’s a strong case to do so.
In practice, that usually looks like:
A fast page review to get immediate direction
A journey-level diagnosis to identify the highest-impact constraint
A short sprint to validate the best solution route before engineering commits
A longer embed to deliver high-fidelity UX/UI and support implementation
Most teams begin with a small piece of work and then decide what’s next with evidence in hand.
What working with Lean Otter looks like
We don't take on everything. We take on the right things, and when we do, we move fast.
Every engagement starts with a clear diagnostic question: where are customers dropping off, and why? We answer that question before we design anything. It's how we avoid spending your budget solving the wrong problem.
When you work with us, you can expect:
Speed over ceremony: We surface insights fast without dragging out process.
Diagnosis before design: We find the real experience constraints first, then design solutions.
Business-first thinking: Every recommendation is framed around conversion, retention and revenue impact.
Honest assessment: If work isn’t needed, we’ll tell you.
Senior leadership always: Brom leads every engagement; associates are brought in only when their expertise is genuinely needed.
“We brought Lean Otter in for the Carnilove e-commerce rebrand to move fast without relying on opinions. Lightweight research and rapid prototyping informed key decisions and reduced the risk of building the wrong thing.”
Jack Hayes, Director of Growth, Vafo Digital
Got a revenue challenge tied to customer experience?
Tell us what outcome you want to improve (conversion, retention, revenue per visitor, sign-ups, or engagement) and let’s start with clarity.
