Upcoming Engagement—Discovery Planned
Digital Customer Journey & Self-Service Discovery
Konstantinos Karmis, Founder & Executive Director·
An upcoming engagement examining where a brand's website helps customers move forward, where it creates uncertainty, and which improvements could make self-service more useful.
This engagement is being prepared. Findings and validated outcomes will be added after discovery and any agreed implementation.
The Context
A global FMCG brand wants to understand how its digital presence is actually being used — where customers find what they need, where they encounter friction, and where they default to assisted contact when self-service should have been sufficient. The starting point is honest observation, not assumed outcomes.
The Challenge
Digital journeys are rarely experienced the way they were designed. Customers encounter gaps between what a site offers and what they actually need. Some of those gaps create avoidable effort. Others reflect genuine complexity. The challenge is to tell the difference — and to prioritise improvements that reduce friction without making human help harder to reach.
Discovery First. Always.
The engagement will begin with a structured discovery phase — examining where online journeys create avoidable customer effort and where better self-service could help. The outputs will be a prioritised improvement plan, not a predetermined solution. What we find will determine what we recommend.
Journey Observation
Mapping how customers actually move through the digital experience — where they succeed, where they hesitate and where they leave.
Friction Identification
Identifying the specific points where the online experience creates unnecessary effort or uncertainty for the customer.
Self-Service Assessment
Evaluating where better content, clearer navigation or improved processes could resolve customer needs without assisted contact.
Prioritised Improvement Plan
Delivering a structured set of recommendations ordered by impact and feasibility — ready to inform the next phase of implementation.
"Understanding where customers struggle is the first step to helping them move forward."
Planned Outputs
A clear diagnostic picture of the digital customer journey, a prioritised list of improvement opportunities, and a structured brief for the next phase of work. Findings and validated outcomes will be published here after discovery and any agreed implementation.
Services Delivered
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