Audit Today.
Win Tomorrow.

Customer Experience Audit

WhyHowWhatContact Us
Created with Sketch.
Oval Created with Sketch.
Rectangle-path Created with Sketch.

When your website, your apps, or your email campaigns are falling short of your performance goals, it’s time to take a step back.

We’ll inspire a conversation about the type of experience you can — and should — provide to enhance the customer experience and improve your bottom line.

Why Our Audit

We’ve done more than 200 heuristic evaluations on websites, mobile apps, kiosks, IVR systems, email, and physical mail — we know what makes and breaks digital experiences.

Don’t just take our word for it: we were principal contributors tapped to overhaul Forrester Research’s review methodologies for personas, unified experiences, websites, and kiosks. We bring that deep knowledge and rigor to all of our audits.

If your industry is rated by J.D. Power, we’ll leverage our association with them to focus on features and functionality that have the biggest potential to increase your score.

Assess Your Channels
We first evaluate your experience touchpoints against a set of heuristics to determine how easy — or difficult — it is for customers to complete key tasks.
Compare Against Your Competitors
Next, we complete those same tasks with your competitors and industry leaders, looking for best practices that you can implement and improve upon.
Look for Outside Inspiration
Finally, we push your thinking with best-in-class examples of analogous content, functionality, and digital design from the world's top customer-focused brands.

How It Works

Main Objectives

Best Practices Analysis

Collaborative Prioritization Workshop

Roadmap Development

Main Objectives

We work with you to ensure that:

  • Customers can perform key tasks whenever and wherever they want.
  • The appearance of your touchpoints supports your brand positioning.
  • Communications and content are easy to understand — and support your brand.
  • The design of your touchpoints is in line with the latest experience design trends.
Best Practices Analysis
  • We jointly determine the key features and functionality that are most important to your customers, your business, and (if applicable) your J.D. Power score.
  • We perform an audit of your touchpoints and conduct a best practices analysis of brands both within and outside your industry.
Collaborative Prioritization Workshop
  • We first review the output of our audit and best practices analysis with your core team and key stakeholders from across your organization.
  • Then we work with you and your team to collaboratively prioritize the features and functionality that are most important to improve.
Roadmap Development
  • We work with you to align the prioritized features and functionality with your existing development roadmap, staffing, and resources.
  • Our final delivery will help your executives understand where they need to devote additional investments — and why.
Oval Created with Sketch.
Oval Created with Sketch.
Rectangle-path Created with Sketch.

What You’ll Get

In addition to a lively and collaborative workshop, we’ll provide you with a set of takeaways that will help you sell the need for change — and put those changes into motion.

Comprehensive Report
We document our in-depth analysis of your current touchpoints and how effectively they enable customers to complete their current goals, a comparison against your top competitors, as well as inspiration and ideas from experience leaders outside of your industry.
Experience Roadmap
Based on our findings and the collaborative discussions during our workshop, we draft a 9-month roadmap that prioritizes key initiatives and helps you understand what issues to tackle, when to address them, and why they’re so important.
[gravityform id=11 title=false description=false ajax=true]
<div class='gf_browser_unknown gform_wrapper oim-kb-pop-up_wrapper' id='gform_wrapper_11' ><div id='gf_11' class='gform_anchor' tabindex='-1'></div><form method='post' enctype='multipart/form-data' target='gform_ajax_frame_11' id='gform_11' class='oim-kb-pop-up' action='/design-innovation/audit/#gf_11'> <input type='hidden' class='gforms-pum' value='{"closepopup":false,"closedelay":0,"openpopup":false,"openpopup_id":0}' /> <div class='gform_body'><ul id='gform_fields_11' class='gform_fields top_label form_sublabel_below description_below'><li id='field_11_1' class='gfield gfield_html gfield_no_follows_desc field_sublabel_below field_description_below gfield_visibility_visible' ><h2 class="oim-title">We’ll Show You How To Make Happy Happen</h2> <ul class="oim-ul"> <li>Inspirational ideas to get you thinking</li> <li>Industry insights you can put into action</li> <li>Invitations to our events</li> </ul></li><li id='field_11_2' class='gfield gfield_contains_required field_sublabel_below field_description_below gfield_visibility_visible' ><label class='gfield_label' for='input_11_2' >Email<span class='gfield_required'>*</span></label><div class='ginput_container ginput_container_email'> <input name='input_2' id='input_11_2' type='text' value='' class='medium' placeholder='Just add your email' aria-required="true" aria-invalid="false" /> </div></li> </ul></div> <div class='gform_footer top_label'> <input type='submit' id='gform_submit_button_11' class='gform_button button' value='Subscribe' onclick='if(window["gf_submitting_11"]){return false;} window["gf_submitting_11"]=true; ' onkeypress='if( event.keyCode == 13 ){ if(window["gf_submitting_11"]){return false;} window["gf_submitting_11"]=true; jQuery("#gform_11").trigger("submit",[true]); }' /> <input type='hidden' name='gform_ajax' value='form_id=11&amp;title=&amp;description=&amp;tabindex=0' /> <input type='hidden' class='gform_hidden' name='is_submit_11' value='1' /> <input type='hidden' class='gform_hidden' name='gform_submit' value='11' /> <input type='hidden' class='gform_hidden' name='gform_unique_id' value='' /> <input type='hidden' class='gform_hidden' name='state_11' value='WyJbXSIsIjA4MDNjMjI1OGUyMjZkNjBmNjU3OGU3N2Y4NGRhNDM5Il0=' /> <input type='hidden' class='gform_hidden' name='gform_target_page_number_11' id='gform_target_page_number_11' value='0' /> <input type='hidden' class='gform_hidden' name='gform_source_page_number_11' id='gform_source_page_number_11' value='1' /> <input type='hidden' name='gform_field_values' value='' /> </div> </form> </div> <iframe style='display:none;width:0px;height:0px;' src='about:blank' name='gform_ajax_frame_11' id='gform_ajax_frame_11' title='This iframe contains the logic required to handle Ajax powered Gravity Forms.'></iframe> <script type='text/javascript'>jQuery(document).ready(function($){gformInitSpinner( 11, '' );jQuery('#gform_ajax_frame_11').on('load',function(){var contents = jQuery(this).contents().find('*').html();var is_postback = contents.indexOf('GF_AJAX_POSTBACK') >= 0;if(!is_postback){return;}var form_content = jQuery(this).contents().find('#gform_wrapper_11');var is_confirmation = jQuery(this).contents().find('#gform_confirmation_wrapper_11').length > 0;var is_redirect = contents.indexOf('gformRedirect(){') >= 0;var is_form = form_content.length > 0 && ! is_redirect && ! is_confirmation;var mt = parseInt(jQuery('html').css('margin-top'), 10) + parseInt(jQuery('body').css('margin-top'), 10) + 100;if(is_form){jQuery('#gform_wrapper_11').html(form_content.html());if(form_content.hasClass('gform_validation_error')){jQuery('#gform_wrapper_11').addClass('gform_validation_error');} else {jQuery('#gform_wrapper_11').removeClass('gform_validation_error');}setTimeout( function() { /* delay the scroll by 50 milliseconds to fix a bug in chrome */ jQuery(document).scrollTop(jQuery('#gform_wrapper_11').offset().top - mt); }, 50 );if(window['gformInitDatepicker']) {gformInitDatepicker();}if(window['gformInitPriceFields']) {gformInitPriceFields();}var current_page = jQuery('#gform_source_page_number_11').val();gformInitSpinner( 11, '' );jQuery(document).trigger('gform_page_loaded', [11, current_page]);window['gf_submitting_11'] = false;}else if(!is_redirect){var confirmation_content = jQuery(this).contents().find('.GF_AJAX_POSTBACK').html();if(!confirmation_content){confirmation_content = contents;}setTimeout(function(){jQuery('#gform_wrapper_11').replaceWith(confirmation_content);jQuery(document).scrollTop(jQuery('#gf_11').offset().top - mt);jQuery(document).trigger('gform_confirmation_loaded', [11]);window['gf_submitting_11'] = false;}, 50);}else{jQuery('#gform_11').append(contents);if(window['gformRedirect']) {gformRedirect();}}jQuery(document).trigger('gform_post_render', [11, current_page]);} );} );</script><script type='text/javascript'> jQuery(document).bind('gform_post_render', function(event, formId, currentPage){if(formId == 11) {if(typeof Placeholders != 'undefined'){ Placeholders.enable(); }} } );jQuery(document).bind('gform_post_conditional_logic', function(event, formId, fields, isInit){} );</script><script type='text/javascript'> jQuery(document).ready(function(){jQuery(document).trigger('gform_post_render', [11, 1]) } ); </script>
We use cookies to optimize site functionality and give you the best possible experience.