Find the Gaps in Your User Experiences

To keep your customers happy, be mindful of the insight, execution and satisfaction gaps. PHOTO:
Greg Plominski

As a digital executive, it’s critical that you excel at identifying and addressing gaps that exist in your digital user experience. 

At my company, we have worked with dozens of brands to investigate the details of their digital journey and offer refinements that lead to improvements in both customer satisfaction and business results.

One thing we have recognized over the years, however, is that there are three types of gaps that occur in digital experience. We have articulated them in the following model:

Customer experience execution model

The model defines three…

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