Who are your users, from where do they originate, and what do they expect when they get here? Once they're here, what do you want or need them to do? We map every facet of the journey, every touch point, every opportunity for interaction and enrichment. Their experience will be designed across all channels and relevant devices, both online and offline. KPI/KLI metrics are then defined to ensure that upon launch, we have vision into what is resonating and what is not.