Digital Experience Review
Make digital journeys easier
What it is
A digital experience is often spread across several screens, systems and steps.
We follow one real task from the user's point of view, such as making a booking, completing a form, applying for a job or using a business system.
We identify where people get stuck, repeat work, need help or find a workaround.
Why it matters
A digital process can work as designed and still be difficult to use. Small problems across screens, systems and hand-offs can create unnecessary effort and lead people to give up or ask for help.
- See the real experience: Understand what happens when a person tries to complete the task from beginning to end.
- Find friction: Identify confusing steps, repeated effort, poor hand-offs and unnecessary complexity.
- Recognise barriers: Uncover accessibility and usability issues that can prevent people completing the journey.
- Focus improvement: Identify practical changes that can make the experience easier and more inclusive.
What you'll achieve
You get a clear view of the main friction points, accessibility barriers and process gaps, with practical priorities for improvement.
Clear next steps
Separate quick improvements from issues that may require broader process redesign, configuration or technology investment.
Better process decisions
Use evidence from the real experience to focus improvement effort on the issues that have the greatest practical impact.
More inclusive experiences
Identify accessibility and usability barriers that may affect people with different needs, abilities and levels of digital confidence.
Reduced friction
Identify practical changes that make digital tasks easier to complete without assuming the technology itself needs replacing.
Improved adoption
Address usability and process friction that can drive workarounds, repeated support requests and low adoption of digital tools.
Clearer user experience
Understand where people encounter confusion, barriers, repeated effort or unnecessary steps across the digital journey.
What's included
A focused review of one digital journey, process or system, looking at usability, accessibility, information and process.
Practical next steps
You receive clear improvement opportunities, including what can be addressed within the current environment and what may warrant broader process or technology change.
User perspective
Input from the people involved helps show where the intended process differs from the real experience.
Key findings
Separate small irritations from problems that have a real impact on completion, use or experience.
Digital journey walkthrough
We work through the actual digital experience from the user’s perspective, following the task across screens, systems and process steps.
Journey and friction analysis
We examine technology, process, information, usability and accessibility to identify barriers, workarounds and unnecessary effort.
Focused discovery
A short discovery session to agree the digital journey, process or system to examine, who uses it and what they are trying to achieve.
Who it's for
For organisations that want to understand why customers or employees struggle with a digital journey, process or system.
People and recruitment teams
Teams responsible for digital recruitment, onboarding and employee processes where the experience spans forms, systems, information and communication.
Business and operational leaders
Leaders responsible for services, processes or systems who want clearer evidence of where digital friction is affecting outcomes.
Digital and technology teams
Teams designing, selecting or improving websites, platforms and business systems that want an independent view of the experience they create.
Process improvement teams
For teams that want to understand the user experience before changing a process or investing in technology.
Customer experience teams
Teams responsible for digital customer journeys such as research, booking, purchasing, applications, portals and self-service.
Employees and internal users
Teams using internal systems and digital processes where unnecessary steps, workarounds or poor usability affect productivity and adoption.
What our clients say
The best measure of our work is the difference it makes for the people and organisations we support. Here’s what clients say about working with BlindSpot Solutions.