Business understanding. Design. Software.
Better experiences for your customers. Less manual work for your team. We untangle awkward processes, connect your systems and build the missing pieces.
Everyday support, built around the patient.
The service challenge: make support between appointments part of the patient’s everyday routine.
Explore the product
The patient journey. The operation behind it.
The service challenge: connect a patient’s next step with the review and fulfilment work behind it.
Explore the product
A clearer route from first visit to first appointment.
One place for a practice to run its website.
Illustrative workflow examples
A good service feels simple from the outside. That takes careful work behind the scenes.
Explore three possible journeys. Illustrative examples, not client results.
An enquiry arrives without the details your team needs. Several messages later, the customer is still waiting for a quote or a confirmed booking.
What we would check Which details are missing, who prepares the quote, and what your existing booking tool can already do.
A returning customer starts again: resubmitting details your team already has, then waiting while someone checks them.
What we would check What must be asked again, how records are held, and whether an existing portal can support the journey.
A team chases a status. Staff copy information between tools, then message each other to find out what happens next.
What we would check Who owns each step, where information is copied, and what happens when a connection fails.
The whole service
We improve customer journeys and team operations for service businesses. That means understanding the work, designing a better experience and delivering the change. Clinical expertise informs our approach; we work with service businesses beyond healthcare too.
What we do
You don’t need a software brief. Bring the problem, the awkward workaround or the service you want to offer. We help you decide what needs to change, then deliver it.
How we work together ↓Make it easier to enquire, get a quote, book and come back. Design the whole experience, from the first website visit to the next useful update.
Service design / Websites / Booking / Customer portalsFor clinics: patient journeys and websites ↗Understand where work gets repeated, delayed or lost. Improve the process with existing tools first, then connect systems or build only where the problem calls for it.
Workflow review / Existing tools / Integrations / Focused softwareExplore workflow improvement ↗Explore clinic system integrations ↗Turn a service idea into software people can use. Customer portals, patient companion apps and internal tools, from the first prototype through to launch and support.
Discovery / Product design / Software / Ongoing supportFor clinics: patient portals ↗How we work together
One joined-up process. Clear decisions, tangible outputs and no commitment to a bigger build before it makes sense.
Walk through the service with the people using it. Find the repeated work, delays and awkward handovers.
Process mapCheck existing tools. Make the proposed experience tangible and test the important assumptions.
Testable prototypeConfigure, integrate or build what’s needed. Test the everyday journey and what happens when things go wrong.
Working softwareHelp the team take over. Review what changed against the starting point and agree what needs attention next.
Handover and reviewEach stage is scoped to the problem. Sometimes the right answer is a simpler process or a feature you already have.
A practical way in
Bring one thing that makes work harder than it should be. We’ll talk through what happens now and whether we’re the right people to help.
Start with a free 30-minute fit call about one workflow. If a closer look would help, a paid scoped review gives you a process map, practical options and a recommended next step with an estimate. Any build is separately agreed.
Let’s talk about the problem What’s in a workflow review?Experience behind the work
Crux brings nursing experience together with product design and software development. Clinical expertise helps us understand care settings; we also work with other service businesses where customer journeys or team operations need attention.
Our founder built Nudge and CadenceRx at Cadence Health, bringing patient support and clinical operations into working products. That experience sits alongside product and delivery roles at SmartCMD and Healios, including its private-care brand Melios.
Founder work at Cadence; product and delivery roles at SmartCMD and Healios, including its private-care brand Melios. These are examples of experience, not off-the-shelf Crux subscriptions.Practical ideas for better services
Start with what needs to work better, then choose the right kind of solution.
Connected operationsA practical way to tackle copying, chasing and awkward hand-offs.
Client storyWhat happened after the Battersea Back Clinic launch.
Start a conversation
A customer journey, the work behind a service, or a product you’re ready to shape. Pick a time for a 30-minute conversation with Bradley.