Omnichannel experiences with no visible seams
Journey design across web, app, physical store, customer service and email, keeping the user's context intact at every channel hop.
The problem we solve.
Today the same customer opens your app, calls by phone, returns to the website via an email link and ends up buying in store. If they lose context at every hop - having to identify themselves again, repeating the reason for their call, or not finding the promotion they saw - each channel is sabotaging the others.
We design the complete journeys: what information travels between channels, where the handoffs sit, and how visual and tonal coherence is maintained when the same customer reaches channels managed by different teams.
What is included
- Complete journey maps covering every touchpoint
- Handoff design between channels (travelling data, session, context)
- Coherent communication patterns across web, app, voice and email
- Experience SLAs defined between teams
- Instrumentation plan to measure the cross-channel experience
Our process for Omnichannel experiences.
Mapping
We identify the business-critical journeys and map every touchpoint with its owners.
Design
We redesign the problematic handoffs and propose changes to the information travelling between channels.
Implementation
We support the team in prioritising and rolling out in phases so working channels don't break.
Who this service is for
Teams where the digital experience coexists with the physical one: retail, banking, health, insurance, telco. If your customer can start a purchase on the web, call to resolve a question and finish in store, this service identifies every crack in the journey and closes them in priority order.