It is easy to recognise a great digital experience, but the rules for success extend beyond the user interface. The implications of digital transformation reach deeply across business models, products and processes.
When it comes to digitising your product or service, how can you ensure the experience lives up to the potential of the medium?
Where does your experience sit on the spectrum of analog to digital?
1. Simple and focused
Does your service solve a specific customer need with complete focus? Or do you try to be many things to many people? Are you...
2. Minimal onboarding
Can customers get up and running in a minimal number of steps? Or do they need to navigate a complex process spanning multiple channels?
3. Incremental commitment
Does your product provide customers the option to commit incrementally, or are there significant barriers to entry?
4. Transparent and predictable payment
How does your payment structure align to the expectations of customers in a digital world?
5. Visible status
Does your product or service meet customer expectations for real-time visibility and transparency?
6. Instant feedback
Do you always reassure customers that their action has succeeded in the desired outcome?
7. Persistent state
How well synchronised are your customer facing channels? Do you have to ask for the same information twice?
8. Reversible action
Do you allow customers to easily reverse their actions, change their minds and resolve their own mistakes?
9. Data driven
Do you use data in smart ways to tailor your experience, reduce customer effort and encourage positive outcomes?
Can your customers satisfy all of their day-to-day needs through a single channel of choice?