Digital Experience Strategy

Build an effective digital experience strategy starting from your customers’ journeys

Time to re-think your digital experience

In a world where products and services are commoditized, companies are feeling the pressure to differentiate themselves by experience. Digital plays a crucial role in this new battlefield, where companies strive to offer their customers the best digital experience possible not just on one channel but on each and every digital touchpoint.

Tinext DX strategy and CX consulting services are designed to help companies to envision their digital experience strategy by understanding how customers and users behave along their journey with your company’s service, product, or brand, across one or multiple digital touchpoints, being a website, intranet, portal, or app.

We do that through a mix of workshops, data analysis, user research, personas development, benchmarking, content and technical landscape mapping. The result is a set of practical initiatives to be undertaken to take your users digital journeys to the next level.

Services and deliverables

Personas Development

User Research

Digital Journey Mapping

Audit and Benchmarking

Web and Digital Analytics

Content Mapping

Technical Landscape mapping

Map of Engagement

Digital Experience Blueprint

Personas Development

User Research

Digital Journey Mapping

Audit and Benchmarking

Web and Digital Analytics

Content Mapping

Technical Landscape mapping

Map of Engagement

Digital Experience Blueprint

Discovering stakeholders objectives

As digital initiatives are usually owned by or have impacts on different departments, for a digital strategy to be effective it is crucial that goals and objectives of such initiatives are aligned and shared across the organization. Tinext brings together key stakeholders in extensive workshops to analyse in-depth the key objectives and motivations of all the parties involved and to collect fundamental information to be used during the analysis of the status quo.

Analysing content and user behavior

Adoption, conversion, acquisition, retention. A digital strategy can support the improvement of many KPIs, however, to better understand your current digital problems, you should trace it back to actual user experience. Tinext makes use of web analytics to get a deeper understanding of patterns of user behaviour. Moreover, we assess current digital offering in terms of features and content and we map it against users' needs and expectations.

Assessing the technical landscape

Your digital ambitions might have sky-rocketed on the back of the exciting capabilities offered by today’s digital world. However, how ready is your technical infrastructure to implement such innovations? As part of our analysis, we include an assessment of your current technical capabilities to make sure the innovations we will eventually suggest can actually be implemented.

Assess your current CRM, CMS or Marketing Automation

Analysing benchmarks and learning from best-practices

How are the others performing? How do I stand against my competition? And about industry standards? Looking around for best-practices within and outside the boundaries of your company’s business, geography and industry is a key activity that will provide insights and ideas to innovate.

Put your Personas on a journey

All the insights collected through the workshops and data analysis will lead to the definition of Personas, the fictional characters embodying key characteristics of users that are typically on a journey with your brand, product or service.

More about Personas Development and User research

Optimizing Journeys across touchpoints

Designing customers and users journeys is a key practice that allows companies to put themselves in their users’ shoes, will those be of a prospect, customer, employee, or partner. Tinext creates journey maps by analysing current journeys and digital experience and comparing them with personas’ needs and expectations. This exercise allows us to identify pain point areas and to define specific initiatives for improving the journey.

Delivering concrete initiatives, prioritized and ready for execution

From strategy to practice. The journey redesign exercise, backed by the in-depth assessment carried out during the analysis, leads to a prioritized list of concrete and actionable initiatives ready to be executed with specific digital experience projects, such as website redesign, customer community revamp, partner portal implementation, marketing automation implementation.

More about Tinext implementation Services