What it is
Every organisation creates experiences, but what people actually experience is not always what was intended.
A process might work perfectly on paper. A website might meet its technical requirements. A venue might appear accessible. Yet people can still encounter confusion, unnecessary effort or barriers that make the experience harder than it needs to be.
BlindSpot follows one defined experience or journey from the perspective of the people using it. We examine how information, technology, processes, environments and human interactions work together, and where the experience could be better.
Use cases
Every interaction someone has with your organisation contributes to their overall experience. It might be attending a conference, staying in a hotel, using a website, visiting a workplace or accessing a service.
Each experience involves information, technology, processes, environments and people. BlindSpot can review almost any defined experience, adapting the approach to the setting, audience and journey being examined.
Conference and delegate experience
Review the delegate journey, from registration and arrival through navigation, sessions, networking and post-event engagement.
Employee and workplace experience
Review how employees experience their workplace, technology, processes and everyday interactions.
Customer and client experience
Examine how people engage with your organisation, from first enquiry through service delivery and ongoing support.
Hotel and guest experience
Follow the guest journey from booking and arrival through accommodation, facilities, service and departure.
Digital and online experience
Examine websites, applications, portals and digital services for friction, accessibility barriers and unnecessary effort.
Public spaces and service experience
Review how people navigate and use venues, public spaces, facilities, transport or community services.
Why it matters
It is easy to overlook problems when you are familiar with how something is supposed to work. An independent review can reveal difficulties that routine feedback and operational reporting may miss.
See the real experience: Understand what happens when someone follows the journey from beginning to end.
Find overlooked barriers: Identify accessibility, usability and inclusion issues that may otherwise go unnoticed.
Reduce unnecessary effort: See where confusing steps, poor hand-offs and workarounds make the experience harder.
Connect the touchpoints: Understand how people, technology, information and environments shape the whole experience.
Focus improvement: Identify practical changes that can make the experience easier, more effective and more inclusive.
What you'll achieve
You gain an independent view of what works, where people encounter friction and which practical changes could make the experience easier, more accessible and more effective.
Clearer experience insights
An independent understanding of how people actually experience the journey, service or environment being reviewed.
Better connected experiences
Greater understanding of how information, technology, processes and human interactions work together.
Fewer overlooked barriers
Greater visibility of accessibility, usability and inclusion issues that may not appear in routine feedback.
Practical improvement opportunities
Clear recommendations for making experiences easier, more effective and more inclusive.
Reduced unnecessary effort
Identification of confusing steps, workarounds and friction that make experiences harder than necessary.
Prioritised next steps
A focused set of improvement priorities to guide practical action and future decisions.
What's included
A focused review of one agreed experience or journey. We prepare, follow the experience, examine barriers and opportunities, then provide a clear report with prioritised recommendations and a findings briefing.
Engagement initiation meeting
Agree the experience, audience, scope, objectives and intended outcomes for the review.
Experience and barrier analysis
Identify friction, accessibility barriers, unnecessary effort, workarounds and opportunities for improvement.
Experience preparation
Review relevant information, processes and communications to understand how the experience is intended to work.
Experience Review Report
Document observations, strengths, barriers and improvement opportunities, with prioritised recommendations.
Experience walkthrough
Follow the agreed journey from the user’s perspective, examining relevant digital, physical and human interactions.
Findings and recommendations briefing
Present the findings, discuss recommendations and identify practical priorities and next steps.
Who it's for
For organisations wanting to improve a defined customer, client, employee, delegate, guest, digital or public-service experience. Particularly useful when a service appears to work well but people may be encountering difficulties that are not being reported.
Customer experience teams
For organisations wanting to understand and improve how customers, clients and visitors experience their services.
Events and hospitality teams
For organisers and operators wanting to improve conference, event, venue and guest experiences.
People and workplace teams
For teams responsible for employee experiences, workplace environments, onboarding and everyday ways of working.
Operations and service leaders
For leaders responsible for processes, services and interactions that affect how people experience an organisation.
Digital and technology teams
For people designing or improving websites, applications, business systems and digital services.
Accessibility and inclusion teams
For teams seeking an independent perspective on accessibility, usability and inclusion across real-world experiences.