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 DigitalWhere 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.