Day 1: Mapping Digital Expectations and Customer Journeys

Digital Experience Customer Expectations

• Assess service from customer perspective
• Compare expectations with actual experience
• Identify gaps increasing effort uncertainty
• Design improvements around customer needs

Digital Experience Service Maturity

• Apply consistent maturity assessment criteria
• Verify ratings through evidence interviews
• Distinguish foundational gaps from enhancements
• Monitor maturity through periodic reassessment

Digital Experience Journey and Touchpoints

• Map complete customer journey
• Identify high-effort or failure moments
• Link pain points to causes
• Prioritize moments requiring service redesign

Day 2: Designing Connected Channels and Digital Access

Digital Experience Customer-Centered Service Design

• Review service through customer perspective
• Compare expectations against digital experience
• Detect gaps creating effort uncertainty
• Create improvements addressing customer needs

Digital Experience Channels and User Experience

• Map interactions across service journey
• Clarify ownership across channel intersections
• Simplify steps causing repeat contact
• Define evidence measuring experience improvement

Digital Experience Digital Identity and Access

• Identify roles requiring elevated access
• Apply least-privilege access principles
• Review access after role changes
• Build access-control verification checklist

Day 3: Measuring Experience and Prioritizing Improvement

Digital Experience Accessibility and Inclusion

• Identify barriers affecting user groups
• Apply accessibility principles to interactions
• Test content using diverse scenarios
• Create working example for review

Digital Experience Performance

• Link each metric to question
• Verify definitions and source consistency
• Compare performance with relevant baseline
• Translate results into follow-up actions

Digital Experience Improvement Roadmap

• Sequence improvements into realistic stages
• Assign owners and completion dates
• Link dependencies with required decisions
• Define evidence confirming stage completion

• Realistic scenarios requiring participants to interpret changing digital customer expectations
• Tool-based practice focused on designing customer-centered digital services using representative inputs
• Decision exercises connecting accessible and inclusive digital services with operational constraints
• An integrated project producing a digital-experience roadmap prioritizing journey improvements