Wuchi · Taichung Hsien

We stay with a journey until the friction has a name.

PageRoute Hub is a Customer Experience Consulting practice for teams who already collect feedback and still cannot see where the work actually breaks. We sit in stores, queues, and call floors, then write the route back.

See the programmes
Studio days Tuesday to Friday Fieldwork by arrangement across Taiwan
Quiet meeting room with long table and glass walls
19years of service-design work
61programmes closed with Taiwan teams
5½week average diagnostic cycle
2listening rooms in Wuchi
Consultants reviewing notes around a wooden table

The studio

A desk that refuses dashboard theatre.

Most clients arrive with a stack of survey charts and a request to “improve NPS.” We begin somewhere smaller: one channel, one shift, one apology that currently sounds like a script. From that grain we rebuild the route a customer actually walks.

The practice is bilingual in the room and English on this site. Field notes stay with the client; teaching programmes are listed under Programmes.

How the practice works
Facilitator standing beside a whiteboard during a workshop

Flagship programme

Voice-of-Customer Fieldcraft

An eight-week studio for research leads and service managers who must turn raw comments into decisions the operations team will actually fund. Not a survey course. A field method.

Informational fee: TWD 48,600 per seat

Open the syllabus

What changes

Three habits we install

  1. Name the handoff, not the department

    Customers do not experience your org chart. We teach teams to write the moment a ticket, bag, or reservation leaves one owner and becomes nobody’s problem.

  2. Recover in the same channel the injury happened

    A LINE complaint closed with an email voucher is a second injury. Recovery architecture is part of every programme we run.

  3. Keep a listening desk, not a quarterly offsite

    We leave clients with a weekly 40-minute ritual and a wall of unresolved journeys. The ritual is boring on purpose.

“They sat through a Saturday peak at our Taichung counter and found a six-minute gap none of our mystery-shop scores had ever named. The programme did not magically lift our scores the next month — operations still had to hire — but at least we stopped arguing about the wrong delay.”

Mei, operations lead · regional pharmacy chain · Voice-of-Customer Fieldcraft

From the journal

Recent field writing

Retail aisle with hanging garments

Retail

The silent queue in Taiwanese retail

People wait without lining up. Maps that ignore that habit misread the store.

 Laptop showing charts on a desk

Measurement

When NPS workshops stall after week three

The room still loves the number. The floor has already moved on.

 Person writing in a notebook beside a laptop

Recovery

Recovery scripts staff will actually say

If the sentence cannot survive a busy Saturday, it is decoration.

Correspondence

Write the desk before you book a seat.

Describe the channel that currently hurts. We answer within two working days, usually with a question rather than a proposal.

Open the contact form