Understanding and
improving experience
across complex systems
THINT helps organizations understand what customers and users actually experience across physical, digital, and service journeys, so decisions are grounded in evidence rather than assumptions.
Why experience breaks
in complex organizations.
As organizations operate across systems, locations, and teams, experience becomes harder to see as a whole.
Journeys stretch across digital interfaces, physical environments, and service processes.
Experience signals exist, but they arrive late or without context.
Surveys, NPS, CSAT, and feedback capture outcomes, not the moments where experience actually breaks.
Experience becomes shared across teams, systems, and roles.
When responsibility is distributed, root causes remain unclear and issues repeat.
The result is not a lack of data.
It is a lack of clarity across the journey.
How THINT helps
THINT works alongside organizations as an experience research and intelligence partner, bringing clarity to complex customer and user journeys.
We focus on understanding how people actually move through services, systems, and interfaces, examining usability, cognitive effort, service interactions, and operational handoffs as they occur in practice.
Rather than prescribing solutions, THINT helps leadership teams understand where experience breaks, why it breaks, and which interventions matter most. Our role is to support informed decisions before change is introduced.
This is not about producing reports or designs.
It is about enabling better decisions, day to day.
Experience understanding
cannot be a one-time effort.
Project-based insights fade
Research often happens in bursts. When the project ends, the understanding becomes static, while the reality of the experience continues to evolve.
Issues repeat without context
Without continuous visibility, teams solve the same problems repeatedly, missing the deeper patterns that connect them across time and systems.
The need for evolution
Experience is not fixed. Organizations need a way to see how changes in operations, systems, and teams impact the customer journey over time.
Who we work with
We work with leaders responsible for experience outcomes, including:
- Customer Experience and Service Design leaders
- Clinical, Operational, and Service Directors
- Digital and Physical Product leaders
- Strategy and Transformation executives
Across industries where experience quality directly impacts trust, efficiency, and growth, including healthcare, multi-location services, retail, automotive, and complex organizations.
Experience insight should not disappear.
Many organizations invest in understanding experience, only to lose visibility once projects end or teams change.
Insights fade over time. Learning fragments across teams.
The same problems return without shared context.
We believe insight needs to be a shared, evolving asset that connects teams to the reality of the journey.
Thint Sense
Thint Sense is an experience intelligence platform designed to help organizations continuously understand customer and user experience across digital, physical, and service journeys.
The Mechanism
It unifies signals from the front line, revealing patterns that span systems and time. It provides decision support between and beyond specific research engagements.
The Principle
Thint Sense makes experience understanding visible, so it can inform decisions even when research teams are not in the room.
It supports research, it does not replace judgment.
It informs decisions, it does not automate them.
Let’s talk about experience clarity.
If your organization is working to improve customer or user experience and finding it difficult to maintain clarity as complexity grows, we should talk.