Digital experience consultant
Most organisations are getting less from their digital than they should be. Better traffic doesn’t reach a clear-enough offer. The site loads fast but the customer journey doesn’t make sense. The CRM has a year of data nobody’s looked at. Three agencies have been through and none of them moved the numbers.
If that sounds familiar, this is where I’d start.
The problem most leadership teams face
Digital projects fail for predictable reasons. The brief was wrong. The agency built what they were told to build, not what the business actually needed. Nobody owned the customer journey end to end. The data sat in three systems that don’t talk to each other. Pricing pressure pushed quality down at the wrong moments.
By the time anyone notices, the budget is gone and the leadership team is being asked to authorise another rebuild. A rebuild that, in my experience, fixes the wrong problem about three quarters of the time.
In two years I audited 55 small and medium businesses. The same patterns kept coming up. Most of them didn’t need a new website. They needed someone to look at what they had, work out what was actually broken, and put a plan in place that addressed the real cause.
What digital experience work looks like in practice
This is not theme-and-template work. I don't design logos. I don't write blog posts. What I do covers four areas, depending on what your business needs.
Strategy
What is the digital part of the business actually for? Who are you trying to reach? What's the offer? Where does the money come from? These questions sound basic and most digital strategies don't have clear answers to them.
Customer journey
End-to-end, from the first time someone hears about you to the moment they pay you and beyond. Where the friction is. Where the drop-offs are. What you're asking people to do that they're not willing to do.
UX and conversion
Specific to the website, app or platform. Heuristic review, behavioural data, structured testing, the lot. Often this is where the cheapest wins live - small changes to forms, navigation, pricing presentation, calls to action.
Who this is for
Leadership teams who:
- Have an established digital presence that isn’t earning what it should
- Have been told they need a rebuild and want a second opinion before signing the cheque
- Are about to commission a new website, app or platform and want the brief sharpened
- Have data and analytics but no clear view of what’s actually working
- Want senior input, not a junior consultant working from a deck
It works particularly well for legal firms, financial services, property businesses and not-for-profits; sectors where the business model is more complex than the website usually reflects.
A recent example
A mid-sized regional UK law firm came to me with a website that wasn’t generating enquiries. The assumption, and the agency advice they’d been given, was that they needed a rebuild.
They didn’t. We worked through eighteen months of phased changes to content, journey, conversion paths and SEO. Enquiries went from around 182 in the previous twelve months to 529 over the eighteen-month engagement. No rebuild. Same domain, same CMS, same brand. Different result.
How an engagement works
Most engagements follow a similar shape:
- Discovery. A working session covering your business model, your current digital footprint, your customer base and your commercial priorities. Direct questions, direct answers.
- Diagnostic. I review what you’ve got — site, analytics, customer journeys, search performance, data, the agencies you’re working with. The output is a structured assessment of what’s working, what isn’t and what’s costing you money.
- Recommendation. A prioritised plan. Quick wins you can act on immediately, structural changes that need budget, and the order I’d do them in. Costed where it can be costed, scoped where it can’t.
- Delivery or handover. Some clients take the plan and run it internally. Others ask me to deliver some or all of it. Both are fine. The plan stands on its own.
Investment
Pricing depends on scope and is agreed before any work starts. Typical engagements look like this:
- Digital audit and diagnostic only: from £2,500, fixed fee
- Diagnostic plus prioritised plan: from £5,000, fixed fee
- Diagnostic, plan and delivery: scoped per engagement, typically a three to six month commitment
There are no day-rate surprises. For organisations with more complex digital estates, a bespoke price is agreed at the initial conversation.
FAQ
ask us
anything
Is this the same as a website audit?
A website audit is one of the inputs. A digital experience engagement looks at the whole picture – site, journey, data, commercial model, the agencies and systems around it. The audit on its own is useful. The audit in context is where the real value sits.
Do you build websites?
No. I’ll write the brief, run the selection, sit on the steering group and tell you whether what’s being delivered matches what was promised. The build itself goes to a specialist agency.
How does AI fit into this?
AI changes parts of the work. Behavioural data is sharper, content production is faster, personalisation is more achievable. But the strategic questions are unchanged. Most “AI for marketing” tools solve the wrong problem if the underlying customer journey is broken. I’d rather fix the journey first.
Can this be done remotely?
Yes. Most engagements work well remotely. In-person workshops can be arranged for clients in the UK if it adds value.
What happens after the engagement?
Some clients take the plan and run it. Others move into a retainer for ongoing senior advisory and delivery support. There’s no obligation either way.
Book a 30-minute call
If your digital isn’t earning what it should, that’s worth a thirty-minute conversation. No pitch, no hard sell. Just a straightforward look at where you are.
Let’s talk about your digital experience
Whether you have a specific problem to solve or you are exploring how AI can improve your customer journey, a quick conversation is the best place to start. No pitch, no pressure. Just a straightforward chat about where you are now and where you want to be.
- Free initial conversation, no strings attached
- Honest assessment of your current digital experience
- Practical ideas you can act on straight away
- Advice on where AI can add real value for you