Axia Journeys Slides

Axia Journeys Slides

A Bright Future with AxiaStrictly confidential · internal use only 1 / 30

Slide 1: A Bright Future with Strictly Confidential, for internal use only; 1.Internal Changes 2.The Customer Journey, 3.External Changes Page 01 What we’re here for:

Slide 2: Nathan Nolan Founder of That Retail Group, Co-Founder of Vendi Tech Years of experience in tech and banking. You can find Nathan striking deals and opening Pokémon packs when he’s not at Axia. Who are we? Ally McCaw Digital Marketing Specialist Tech Project Manager @ That Retail Group Working in the Digital marketing space for 5 years with a main focus on Pay per click marketing, SEO and website optimisation. You can find Ally working for That Retail Group and Quince & Cook when he isn’t doing Axia work. Page 02

Slide 3: Every guest needs a clear route through AXIA: from finding us, feeling confident enough to get in touch, choosing suitable support and understanding what happens next. That relationship can continue well beyond the assessment. Your journey matters just as much. We are improving the systems behind your work and creating clearer opportunities to develop within the Axia family. Internal change supports the people delivering the service. External change helps people find and trust us. We are going to be acquiring more leads for Axia and bolstering them with personal guidance and straightforward, f

Slide 4: Internal Changes at Strictly Confidential, for internal use only; Making improvements to the; 1.Staff Structures 2.Driving Change and Improving Service with Data & Technology 3.More Support Behind the First Phone Call Page 04

Slide 5: Internal systems for the team You will have noticed that there have been some small changes already, such as; Everyone being in the same room in the office! We decided on this as knowledge spillover in an job better! Interviewing all of the team to get to know you all and to see how Axia can support you better. Through that process, we have realised what a fantastic team, and more so family, are here now at Axia. The changes we make next will be positive changes that support you and build on what is already good here. We want you to feel valued, understand your role and see a future for yourse

Slide 6: Axia are implementing a new pathway for the team so that, wherever you start in the business, you can recognise your strengths and see how to grow within the Axia family. Management Pathway through mentoring, training and experience, with a route towards managing a team or part of the business. Clinical pathway Someone who wants to become a diagnostician or specialist can explore the qualifications, supervised experience and training needed for that professional role. Development conversations will connect your interests with clear next steps. Progression should reflect your skills and ambitio

Slide 7: 1 2 3 4 5 6 4 5 Your Clear next steps, training and support to get you on the right path Leadership training, Mentoring and experience Increasing responsibility and progressing towards management Grow within the Axia family Use your skills, support colleagues and help more guests to Axia as part of the family Clinical pathway An employee pathway visualised Your role at Axia Wherever you start in the business Your skills and ambitions Strengths, interests and developmental goals Management pathway Team leadership Relevant qualifications, supervised experience and more Build professional compete

Slide 8: Driving Change and Improving Service with Data & Technology Page 08 A Company Intranet For Better Access Introducing an intranet like SharePoint to the company to house the storage of information and to host all of the upcoming events and planning to the organisation will allow those to see information to help them with their roles as well as keep and track data securely and correctly. This will reduce duplicate versions of information held on computers and make cover easier, so guests can get better responses every time. Data Tracking Using simple tools like Excel to track guests through thei

Slide 9: X Page 09

Slide 10: We are using Shopify as our common payment system so guests can pay for an agreed appointment or service in the way that suits them. They can check out online, call Axia for help, pay in the office (or over the phone) by using a payment link sent by the team. This gives the guests the option to complete payment independently or speak to a person throughout the process. The available checkout methods add choice without requiring a different payment process for every service. For you, it brings the service purchased and its payment status into one place. That makes the payment conversation easie

Slide 11: One Record Makes the Team’s Lives Easier A common payment system gives the team one place to look for the agreed service, amount and payment status across online and assisted payment routes. Shopify also supports order con{rmations, a record of refunds and order history. These features help staff answer payment questions, make handovers clearer and reduce the need to reconcile separate payment records manually. Understanding which services need more support Shopify gives us a top-level view of guests’ service purchases. We are developing reporting to show which assessments and support services

Slide 12: More support behind the first phone call For a guest, a phone call may be the {rst time they explain something they have been worried about for months. We want them to reach someone who can listen and help them understand the next step. The team are completing phone-system arrangements for designated cover and call forwarding. The working pattern gives one person time for incoming calls while another follows up enquiries, with responsibilities shared during the day. Call reporting will help us see missed calls and pressure points. That gives us evidence to improve cover and gives you a clearer

Slide 13: Any Questions? Page 13

Slide 14: A Guests Journey at Strictly Confidential, for internal use only; Page 14

Slide 15: From the very first phone call, to the end of an assessment, Axia’s unique selling point as a business is to deliver a human touch to each individual that seeks help. As a company, we’re trying to make sure that guests that come to us feel safe, heard, valued and protected throughout the process. They are going through a process that could be life altering in continuously improve this experience for guests. Some of the changes we’re here for are to help you have enough tools in your arsenal to make their experience as seamless as possible, so they come away feeling confident about their outcom

Slide 16: 2 3 4 6 7 8 1 5 A personal response at every stage, supported by the changes we are making Discover Axia Google Ads, SEO and social video GP / ICB and partner referrals Get to know us Website, service pages and fees Team videos and clear information Speak to our team Forms, email and phone leads More trained staff able to help Call cover and timely follow-up Choose the right support Personal guidance and clear options Optional pre-assessment before choosing a service Pay in the way that suits you Shopify online or with our team Secure links and eligible Klarna Book and prepare Clinician, date

Slide 17: Helping an enquiry become the right next step Our marketing brings people to the conversation. The next part of our work is to help more of those people understand their options and feel confident enough to act when a service is right for them. We are developing enquiry guidance and training so the team can explain the offer consistently, answer questions about cost and agree a clear next action. Timely follow-up matters when someone is comparing providers or feels unsure about asking for help. A useful response may lead to an assessment, a consultation or another form of support. Better follo

Slide 18: Helping the Experts make the right choice As Linda describes, guests are experts on themselves. This means that some understand what they already need. For those that don’t, we have introduced a new route to help them to explore their options and questions before committing to a full assessment. A pre-screening consultation helps someone choose a suitable starting point and gives you a clear option to explain when more guidance would be useful. Guests are already booking this service. For now when a guest books their £95 pre-assessment, this is taken off their total next step assessment bill (

Slide 19: Clearer Structures to Appointment After payment, the guest needs to know what happens next. The team checks the agreed service and payment record, considers the person’s needs and confirms the appropriate clinician, date and appointment format. We are keeping appointment planning within the team so it reflects clinical suitability and the capacity available. The booking system should help relatively to determine who is available, or best suited and when. Preparation then follows, including questionnaires and help completing them where applicable. Page 19

Slide 20: Help shouldn’t stop after diagnosis Social Media utilisation as well as follow ups with other services we have available are key to making sure We want ongoing communication to make the available help easier to understand, including free resources and opportunities to access further paid support when appropriate. With our offering including ADHD coaching and post-assessment support - the next conversation should start with what the person needs now, so they can choose useful support without having to start their search again. that any guest who comes to Axia are checked-in on during the period a

Slide 21: Any Questions? Page 21

Slide 22: External Changes at Strictly Confidential, for internal use only; Page 22

Slide 23: A clearer first impression online A guest’s journey often starts before they speak to us. We have revamped the website so people can explore our assessments and support services, learn about the team and {nd a clear way to get in touch. We have small iterations of change to make information easier to follow, so a guest can understand the service and prepare useful questions before their {rst conversation with Axia. The website also gives you a shared reference when explaining our services. Our next work connects those pages with search, advertising and partner outreach so more people reach the

Slide 24: Google Ads at the point people need us We are going to launch Google Ads around people actively looking for an assessment or relevant support. The aim is to put Axia in front of someone when they are ready to explore their options. This will be predominantly bottom of the funnel keywords at first to ensure that people are finding Axia when they are needed most. The campaign will lead to a page that answers the question behind the search. Clear service information and a straightforward enquiry route then help that person move towards a useful conversation with the team. We are putting tracking

Slide 25: Outreach through trusted local services We are developing outreach to local GPs and Schools, with a clear explanation of our services and the people we can support. GP practices that already refer through Right to Choose give us a useful starting point for those conversations. The outreach materials will also support contact with schools, colleges and community partners. Someone seeking help should be able to hear about Axia through a professional or organisation they already trust. North Wales gives us an existing partnership route to learn from. We are tracking enquiries and the work they le

Slide 26: Content that Educates and Informs We are planning video content for Instagram that introduces the team, the premises and the way we work. Seeing familiar faces before an appointment can help prospective guests feel more confident about coming to Axia. Short videos also give us an opportunity to reach new people through recommendations in the platform’s feed. We can explain a service, answer a common question or share an introduction that helps someone recognise support they may need. The content plan includes staff conversations and footage of the environment. We want the family atmosphere peo

Slide 27: Simple on the surface, hard in practice. Having facilities and financial products available to help guests with payments is essential. Especially with the wait on NHS times, it’s seemingly becoming impossible for those who need help the most to get it. Axia will be offering multiple different financial options to allow those who cannot afford to spend thousands on their treatment now, get it when they need it most. Accessibility for Private Assessments Page 27

Slide 28: We already have a stronger website, flexible payment routes and an optional pre-assessment service. We are building on those foundations by completing the phone arrangements, shared access and report workflow. Our external work will help more people discover Axia through Google Ads, SEO, partnerships and planned video content. Clearer follow-up and better information will help them take the next step with confidence. Alongside that, the employee pathway will give you a clearer view of your own future here. We want guests to feel supported throughout their journey and every member of the Axia f

Slide 29: Your experience shapes what happens next handover and the support someone needs after their appointment. Where could we make that journey easier? Which recurring questions should the website or information pack answer? What would make a handover or payment task simpler for you? We also want to hear about your own journey at Axia. What skills would you like to develop, and what support would help you take the next step within the family? You see the guest’s journey at the points that matter: the first question, the payment conversation, the Page 29

Slide 30: Thank you. Page 30

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