FAQs

Introduction

  • To get started, all we need is a conversation to understand your brand, your systems, your people, and the end goal you’re trying to reach. Once we have a clear picture of what you’re aiming for, we outline the best path forward and begin shaping the project around your needs.

  • Mosaic works with retail and e-commerce businesses of all kinds—including startups, online marketplaces, and established brands looking to elevate their customer experience. Our experience spans fashion, beauty, lifestyle, home goods, and similar verticals, but we’re open to any business that values creating a standout experience for its customers.

    We support companies at every stage of growth. Early-stage teams often need foundational processes, scaling brands face growing pains, and mature organizations look for new ways to stay competitive. We tailor our approach to meet you where you are, and if we encounter something new, we collaborate closely with your team to find the right solution and deliver measurable results.

    We’re also flexible across industries. As long as the work aligns with our expertise and we believe we can make real impact, we’re open to the partnership. If a project involves a vertical we’re less familiar with, we’re transparent from the start and evaluate whether it’s the right fit. Our focus is delivering meaningful outcomes—not forcing a match.

  • Our work is built around three core pillars: Experience Design, Digital Operations, and Brand Engagement. Together, they create the full picture of how a modern customer experience is designed, built, and sustained.

    Experience Design establishes the blueprint. It defines the strategy, goals, and desired end state so every decision supports a cohesive customer journey.

    Digital Operations is the technology framework that powers the experience. This includes assessing current systems, identifying gaps, and implementing the processes and tools needed for a more efficient, scalable operation.

    Brand Engagement shapes how your brand shows up throughout the journey. We strengthen perception, consistency, and reputation across every touchpoint as the project comes to life.

    Each pillar plays a key role in delivering an experience that works for both your customers and the teams supporting them.

How We Work

  • Listen. Design. Execute. Measure.

    We begin every partnership by listening—taking the time to understand your customers, review your systems, and observe how your team works. No two businesses move the same way, so we ground ourselves in your brand, goals, challenges, and customer journey.

    From there, we design a strategy built around what you actually need, whether that means improving operational efficiency, strengthening your digital presence, or optimizing the full experience. Every recommendation is purposeful and centered on your customer.

    Execution is supported by selecting the right tools, integrating the right systems, and creating a seamless journey across every touchpoint. Once in motion, we measure what matters—using clear indicators, feedback loops, and performance checks to ensure the work is driving real impact.

  • Everything starts with a discovery call—an open conversation about your brand, goals, and challenges. This helps both sides determine whether the partnership feels right.

    From there, we assess your current operations and customer experience strategy, then outline potential next steps. Once the scope is agreed upon, we begin implementation and work closely with your team throughout the project.

    Open communication and transparency guide the entire process.

  • Our work is grounded in three core principles: curiosity, pace, and measurable performance. These guide how we think, how we collaborate, and how we deliver results.

    Learn with Intention
    We stay curious. Every team teaches us something new, and we use that understanding to guide strategy and shape decisions with clarity.

    Pace with Purpose
    We adapt to the way each team works—matching the pace when it’s established or helping define it when structure is needed. The goal is always momentum with intention.

    Proof in Performance
    Every strategy is built to be measured. We don’t assume results; we design for them. Clear metrics and performance indicators show whether the work is driving impact.

  • Our work is collaborative. We handle most of the strategy and execution, but we rely on your insights to ensure everything aligns with your vision. We understand that internal resources can be limited, so we adapt to your team’s availability. Key stakeholders may join early planning sessions, with periodic check-ins to maintain alignment. The workload stays flexible and manageable.

    While we primarily operate remotely, we can make on-site visits when the work benefits from being in person. Spending time with your team and observing operations firsthand helps us build stronger relationships and deliver solutions that fit your day-to-day reality. We use both approaches as needed to support the project and keep communication clear.

  • Project timelines depend entirely on the scope of work. We move quickly and stay focused on momentum, but we don’t rush projects at the expense of quality. After years of working in complex environments, we know that pushing speed over structure leads to problems down the road.

    Once the scope is defined, we establish a realistic timeline that keeps the project moving efficiently while ensuring the work is done right.

Results and Support

  • We don’t deliver a solution and disappear. We offer ongoing support tailored to your team’s needs—whether that’s regular check-ins, performance reviews, or additional recommendations as your business evolves.


    We remain accessible after implementation to help you refine, adjust, and grow.

  • Results depend on the scope of the project. Some improvements are noticeable within a few months, while larger transformations take more time to fully take effect. During our initial consultation, we set realistic timelines and clear expectations so you know exactly what to anticipate and when.

    Success is measured by the goals we define together at the start. We take on clients selectively to ensure we can make a measurable difference. Each engagement includes defined metrics, checkpoints, and ongoing evaluation to track progress and make adjustments where needed. Our focus is delivering meaningful, quantifiable results—not just activity.

  • We understand the importance of protecting sensitive information, and we’re open to signing an NDA when needed. We review each agreement to ensure it’s fair and aligned with the scope of work so both sides feel comfortable moving forward.

    Confidentiality is built into how we operate, whether an NDA is in place or not—but we’re happy to formalize it whenever the project calls for it.

Pricing Models

  • We offer both project-based and retainer-based engagements, depending on the scope of work and what makes the most sense for your business. Smaller, clearly defined initiatives typically fall under project-based work, while ongoing support, optimization, or multi-phase efforts are better suited for a retainer.

    Once we understand your goals and timeline, we recommend the structure that best fits the level of support you need.

  • Our pricing is customized based on your needs and the scope of the project. We keep our rates competitive and aligned with the value and quality of the work we deliver.