Information and navigation
Review whether customers can find the information they need and understand what to do next.
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CXM SOLUTIONS
Make the next step easier for your customers.
Digital experience connects information, interfaces and service delivery. CXM reviews the paths customers take through websites, forms and digital touchpoints, identifying friction that makes it harder to understand, enquire, buy or get help.
WHEN THIS WORK IS USEFUL
A focused engagement starts with a specific problem your team needs to understand.
THE REVIEW SCOPE
Review whether customers can find the information they need and understand what to do next.
Examine selected forms and transaction paths, including errors, confirmations and recovery options.
Consider readability, keyboard use, mobile behaviour and accessibility issues within the agreed review scope.
Follow the transition from a digital interaction to sales, operations or support, where included.
FROM EVIDENCE TO A DECISION
The proposal confirms which outputs are included and how much depth your engagement needs.
DEFINE YOUR SCOPEObserved friction tied to customer tasks, with examples and an explanation of its practical effect.
Recommendations organised for discussion with design, development and operational owners.
Suggestions for checking whether changes help customers complete the intended task.
HOW THE WORK COMES TOGETHER
Agree priority customers, devices, routes and the outcomes being reviewed.
Examine the selected tasks and review available customer or behavioural evidence.
Connect interface findings to information needs, expectations and service dependencies.
Discuss practical improvements and how their effect should be assessed.
BEFORE WE BEGIN
Bring your priorities and constraints. The first conversation helps define the right scope.
A review and a rebuild are different scopes. The review can inform a development brief, but implementation responsibilities, integrations and delivery work must be specified separately.
No. Accessibility observations within a digital review do not amount to certification or a complete conformance audit. If formal accessibility testing is required, its standard, coverage and specialist methods must be defined explicitly.
Available analytics can add context, but the engagement starts by identifying the question and evidence needed. Any access should be limited to the agreed purpose; confidential records are not required in an initial enquiry.
START WITH YOUR PRIORITY
Tell us about your organization, the journey involved and the decision you want to make.