digital experience consultant
Digital experience is a user’s interaction with any digital touchpoint— buying something online, receiving updates from an app, using a business platform. Touch-points can be mobile apps, websites, smart TVs, ATMs, kiosks, point-of-sale, etc. There are factors that affect a users experience:
- Usability: When the user wants to use the touchpoint, is it available?
- Performance: Is the interaction as seamless and fast as possible, or does the user always have to wait until they reach their destination?
- Bugs: Are there bugs or broken components that prevent the user from interacting with the touchpoint?
- User flow: Can users really achieve what they want to do? Did your surgery succeed?
- Ease of use: Is the functionality you need easy to find? Is the feature easy to use?
The digital experience building blocks
People
Customers
Employees
Suppliers
Roles
Relationships
Physical
Equipment
Environment
Brand
Signage
Product
Equipment
Uniforms
Livery
Signage
Symbols
Process
Services
Standards
Customisation
Efficiency
Price
Cost based
Demand based
Operations based
Competition based
Relationship based
Promotion
Internal marketing
External marketing
Direct marketing
Advertising
Promotional efforts
Performance
Traffic
Sales leads
Conversion rates
Rankings
Engagement
Platforms
Customer relationship
Stock control
Customer service
Ecommerce
Accounting
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