Digital

Product experience strategy

Product experience strategy is the plan for the end-to-end experience a customer has with a digital product, across every touchpoint, not just the interface of a single screen.

In practice at Covorn

We map the customer's actual journey across every touchpoint of the product, onboarding, core use, support, and find where the experience breaks down as a whole rather than screen by screen. Recommendations are prioritised by where they most affect retention or satisfaction.

Part of Digital

Where this sits in the framework

Define
Design

When you need this

Users complete individual tasks fine but the overall experience feels disjointed.
Onboarding, product and support feel like they were built by three different teams with no shared plan.
Customer churn is high and nobody has mapped the full experience to find out why.

What business are we building?

Every engagement starts with a conversation about the business, not the brief. Ninety minutes, no obligation, and you leave with something useful either way.

Start an engagement See the work