The document outlines a digital experience audit plan aimed at enhancing customer-focused strategies for businesses. It emphasizes the importance of optimizing digital channels and delivering personalized experiences to improve customer loyalty and revenue. Softvision offers a structured approach to assess existing digital interactions, identify gaps, and create prioritized roadmaps for future improvements.

1. DIGITAL
EXPERIENCE
AUDIT
Plan for the future of your digital
business by putting customers at the
centre of your thinking.
James M A Williams
VP Design and Innovation
@jwilliams_uk
business by putting customers at the

2. DIGITALEXPERIENCEAUDIT
At Softvision we have been digital leaders working with the
likes of Starbucks, GroupOn, Estee Lauder and LuluLemon to
create experiences that customers love and that grow the
business of our clients.
Digital experience now spans every step of the customer
journey across many touchpoints, from lead acquisition and
purchase, to ongoing engagement. Customers expect you to
provide the right service, on every channel whenever they
need it, delivering contextual and personalized experiences.
With more channels and touchpoints emerging, it is crucial
for businesses to fix issues with their current digital chan-
nels and identify opportunities to create new engaging
experiences in order to get ahead of the competition and
grow loyalty and revenues with personalized experiences.
Get ahead of the competition
and compete with your
digital experience.
Signs you need a digital experience audit:
Disconnected experiences between different channels.
Negative comments from users on social media, app stores and call centres.
Bad reviews in the appstore.
Website’s are not optimized for mobile.
You have digitally native competition.
Your digital experience is not differentiating your service.

3. DIGITALEXPERIENCEAUDIT
Let’s create a digital experience
roadmap that delights the customer.
The Softvision digital experience audit applies service
design methods to create a plan for the future of your digital
experience: Walking in the shoes of your customer and
looking at the data to understand their behavior, mapping
your customer touchpoints, auditing the experience you
have today, and identifying future opportunities to improve
how you deliver your service.
The end result is a prioritized roadmap that is targeted to be
the most impactful to your business and customer.
Understand the
lifestyles and needs
of your customers.
Get detailed insight
on your customer’s
current experience
and how it compares
with the market.
Audit your current state,
mapping all of your
customer touchpoints
across channels to
understand what works
and what doesn’t.
Create a future view
of a personalized
digital experience that
is focused on your
target market.
Prioritize Your
digital experience
roadmap and create
an execution plan.
DISCOVER
DESIGN
Build,
Test,
Design
A major airline client increased their
mobile bookings by 190% after an
experience audit and redesign.

4. DIGITALEXPERIENCEAUDIT
About Softvision
Get in touch
Softvision is a transformational partner. We marry design
and engineering language in ways that produce impactful
and memorable experience journeys that put humans at the
centre of our thinking.
For more information, visit www.softvision.com
To find out how you can start your Digital
Experience Audit, get in touch:
James.williams@softvision.com