01
People can’t find the right starting point
Navigation follows the organization chart while customer goals, eligibility, urgency, and the next useful action remain hard to recognize.
Product · Digital Experiences
A better screen won’t fix a broken service.
A customer completes a clean, simple form. Then the request lands in a shared inbox and disappears. That’s not just a user experience problem. It’s a service problem. Digital Experiences connects the screen to the content, data, workflows, systems, and people required to help someone finish what they started.
Where it breaks
Digital friction rarely stays on the screen.
People experience one task. The organization often splits it across pages, platforms, teams, queues, and support channels. Every gap adds effort.
02
The content explains but doesn’t help
Information may be accurate, but requirements, choices, timing, proof, exceptions, and the path to completion are scattered across pages.
03
A form creates more manual work
The submission becomes an email or incomplete record that someone must interpret, correct, route, and enter again.
What teams receive
Leave with a service teams can build and run.
The outputs connect customer tasks and interface direction to the content, technology, workflows, ownership, and measures required for delivery.
01
Digital service direction
Priority customers, tasks, journeys, channel role, scope, outcomes, constraints, exclusions, and the evidence guiding product and design choices.
02
Journey and content architecture
Information structure, content model, flows, states, channel changes, ownership, service blueprint, and the complete path from entry to result.
03
Delivery requirements
Content, interfaces, components, accessibility, identity, data, integrations, workflows, analytics, errors, exceptions, handoffs, and acceptance criteria.
04
Operating and measurement plan
Product and content ownership, accessibility review, release and incident rhythms, customer measures, operating measures, and evidence for improvement.
How the work moves
Follow the task from first question to final outcome.
The work starts with what a person needs to accomplish, then traces every decision and dependency required to deliver the result.
01
Find
Which digital problem is worth fixing?
Customer intent, research, search behavior, accessibility barriers, contact reasons, drop-off, repeated effort, operating impact, and the decision required.
02
Test
Can people understand and complete the task?
Content, flows, forms, interface states, responsive behavior, accessibility, usability, errors, edge cases, and observed comprehension.
03
Run
Does the live service improve the outcome?
Completion, quality, accessibility, customer effort, service demand, rework, incidents, feedback, ownership, releases, and outcome measures.
What to examine
Measure the screen, the service, and the result.
A digital path can look successful in analytics while creating confusion or rework elsewhere. The evidence should follow the customer and the work to completion.
Customer intent and behavior
Research, search terms, common tasks, navigation, choices, drop-off, repeat visits, support seeking, devices, language, and observed barriers.
Interaction and accessibility
Keyboard and screen reader behavior, semantics, contrast, zoom, motion, forms, validation, focus, errors, performance, and usability.
Customer and operating outcomes
Completion quality, effort, access, trust, resolution, service demand, rework, cycle time, retention, cost, risk, and unintended effects.
Accessibility is part of the service
Accessibility should shape research, content, structure, interaction, code, testing, support, and alternative paths from the start. A final audit can’t repair every decision that came before it.
When it fits
Use Digital Experiences when the screen and service must improve together.
This work fits a consequential website, portal, app, account, or cross-channel journey with accountable business, content, design, technical, and operating owners. It isn’t the right fit for cosmetic production when the workflows and service behind the interface can’t change.
Start a FitCheck™Related paths
Choose the next step based on what blocks completion.
Experience Foundations
Several teams or channels need shared customer, journey, ownership, and measurement decisions before digital delivery begins.
Explore Experience FoundationsCRM Workflow Audit
Digital requests create records, routing, automation, or service work that’s incomplete, unreliable, duplicated, or poorly owned.
Explore CRM Workflow AuditCX on Location
The journey crosses a store, branch, clinic, venue, workplace, or other environment where digital and in-person service must connect.
Explore CX on Location