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Our services

Digital Experience.

We improve the digital experience of users
who use business services.
Our services

Digital Experience.

We improve the digital experience of users
who use business services.

Digital is a valuable tool to rethink the relationship with users and customers: companies can provide services in a timely, continuous and simplified manner, eliminating bureaucracy, redundant steps and long waiting times, which often characterize the analog management of services, divided between queues in the office, paper, phone calls and email rounds.
While there are multiple user-side benefits, the latter are unable to download the value to the ground. They are using technologies for which they have poor skills, accentuated by a widespread digital divide. A complex navigation and not intuitive uses can cause impatience and abandonment. If the goal of digital is to facilitate people’s lives and they prefer traditional approaches because they are simpler, digital becomes an end in itself. An innovation without any improvement.
Digital is a valuable tool to rethink the relationship with users and customers: companies can provide services in a timely, continuous and simplified manner, eliminating bureaucracy, redundant steps and long waiting times, which often characterize the analog management of services, divided between queues in the office, paper, phone calls and email rounds.
While there are multiple user-side benefits, the latter are unable to download the value to the ground. They are using technologies for which they have poor skills, accentuated by a widespread digital divide. A complex navigation and not intuitive uses can cause impatience and abandonment. If the goal of digital is to facilitate people’s lives and they prefer traditional approaches because they are simpler, digital becomes an end in itself. An innovation without any improvement.

With our Digital Experience service, we simplify the demand for services to users by providing a single access point and user-friendly guided routes that lead them in the fastest and most efficient way to their goals.

We support companies in digitizing business services by designing platforms that make people’s digital experience frictionless. Needs analysis and UX care make technology accessible and usable for everyone, reducing the digital divide and overcoming esistance to change 

With our Digital Experience service, we simplify the demand for services to users by providing a single access point and user-friendly guided routes that lead them in the fastest and most efficient way to their goals.

We support companies in digitizing business services by designing platforms that make people’s digital experience frictionless. Needs analysis and UX care make technology accessible and usable for everyone, reducing the digital divide and overcoming esistance to change 

WHAT SITUATIONS
SHOULD ALLARM YOU?

What situations should alarm you?

Your users and customers have limited digital skills

You are dealing with people of different generations who are unfamiliar with digital or have very limited skills. You are concerned that the introduction of new innovations may put them in difficulty.

Failed digital projects

You have already tried to implement other software or digital platforms in your company, but the adoption rate has been low. The tool is not exploited properly: there are still many unexplored functions.

Slow adoptions

You are benefiting from innovations introduced, but the path has been very slow. Before people are really operational, it has taken a long time and many reminders from above.

Support receives many requests

People’s goodwill is not always enough. Support is often contacted for answers to phrases like "I don’t know how to do it".

What situations should alarm you?

Your users and customers have limited digital skills

You are dealing with people of different generations who are unfamiliar with digital or have very limited skills. You are concerned that the introduction of new innovations may put them in difficulty.

Failed digital projects

You have already tried to implement other software or digital platforms in your company, but the adoption rate has been low. The tool is not exploited properly: there are still many unexplored functions.

Slow adoptions

You are benefiting from innovations introduced, but the path has been very slow. Before people are really operational, it has taken a long time and many reminders from above.

Support receives many requests

People’s goodwill is not always enough. Support is often contacted for answers to phrases like "I don’t know how to do it".

According to the Desi 2021 report, Italy is third last in Europe for digital skills. If you’re thinking about innovating business processes and functions, you should also consider the experience people will have. To allow your users to be operational and enjoy digital services from anywhere, you should:  

Identify their points of friction

Transposing existing processes and services to digital is not necessarily an optimization. Approval workflows that require unnecessary steps become a waste of time even online. You should analyze the flows related to your users - both those who use services and who is an operational part in the provision of services - and understand if they respond to their needs in the most immediate way. Identify their points of friction, to review and automate them once the management of services within a digital platform has been standardized.  

Facilitate the request with a single access point

In the analog management of services, users have to deal with different contact points (telephone, mail, counters, etc.), which require multiple steps to provide the service. To simplify people’s relationship with the company, you should create a single point of access: a good digital experience means that the person does not have to worry about contacting the right people, but simply make their request. The result must be decoupled from the processes needed to achieve it: an interface from which to select the service is the only input that must be requested by the user.  

Structuring UX friendly paths

Navigation is important: it must not create dispersion but facilitate the user to clarify his requests and complete his activities. You should build direct paths, with no possibility of error. UX principles must be taken into account in the design, to encourage the user to repeat the experience. Validate it with prototypes and tests, to identify the most effective path but above all not just deliver the technology. The user needs to be guided to adoption to fully perceive the benefits, with a structured approach to change.  

According to the Desi 2021 report, Italy is third last in Europe for digital skills. If you’re thinking about innovating business processes and functions, you should also consider the experience people will have. To allow your users to be operational and enjoy digital services from anywhere, you should:  

Identify their points of friction

Transposing existing processes and services to digital is not necessarily an optimization. Approval workflows that require unnecessary steps become a waste of time even online. You should analyze the flows related to your users - both those who use services and who is an operational part in the provision of services - and understand if they respond to their needs in the most immediate way. Identify their points of friction, to review and automate them once the management of services within a digital platform has been standardized.  

Facilitate the request with a single access point

In the analog management of services, users have to deal with different contact points (telephone, mail, counters, etc.), which require multiple steps to provide the service. To simplify people’s relationship with the company, you should create a single point of access: a good digital experience means that the person does not have to worry about contacting the right people, but simply make their request. The result must be decoupled from the processes needed to achieve it: an interface from which to select the service is the only input that must be requested by the user.  

Structuring UX friendly paths

Navigation is important: it must not create dispersion but facilitate the user to clarify his requests and complete his activities. You should build direct paths, with no possibility of error. UX principles must be taken into account in the design, to encourage the user to repeat the experience. Validate it with prototypes and tests, to identify the most effective path but above all not just deliver the technology. The user needs to be guided to adoption to fully perceive the benefits, with a structured approach to change.  

WE REDUCE THE DIGITAL DIVIDE
AND RESISTANCE TO CHANGE.
WE FACILITATE PEOPLE
TO USE DIGITAL SERVICES.

We’re not just technology implementers.  
Ours is a more complexpath: we identify the needs of technology users, to understand how to structure and design the easiest and most immediate path.   

We leave anything out: we integrate the user experience into the platform functionality and apply the best practices of Change Management to guide the adoption of the digital tool in the company.

WE REDUCE THE DIGITAL DIVIDE
AND RESISTANCE TO CHANGE.
WE FACILITATE PEOPLE
TO USE DIGITAL SERVICES.

We’re not just technology implementers.  
Ours is a more complexpath: we identify the needs of technology users, to understand how to structure and design the easiest and most immediate path.   

We leave anything out: we integrate the user experience into the platform functionality and apply the best practices of Change Management to guide the adoption of the digital tool in the company.

WHAT WE OFFER

Digital Service Management

We digitize business processes and functions to make it easier for users to enjoy services.

  • analysis of service delivery workflows from people's needs   

 

  • review of the service value chain in this perspective 

 

  • technological scouting, design, development and implementation of the hosting digital platform  

     

  •  set up simplified access and delivery procedures, manageable from a single interface 

 

  •  configuration and definition of bot rules and automations for performing recurring tasks 

 

  •  integration with enterprise tools for data extraction and combination  

 

  • setting up self-help procedures 

 

  • dashboard with quality and efficiency indicators 
Productivity
and user satisfaction

We facilitate the request of services and the necessary operations to produce them. 

  • definition of user paths based on needs

 

  •  configuration of a catalogue of services selectable from a single access interface 

 

  • dashboard setup with visibility on pending requests and their progress

 

  •  design of automated take-over flows and prioritization of activities for the back-office 

 

  • integrated notification in approval cycles  

 

  •  configuration of SLA indicators to monitor user satisfaction 
User Friendly
Navigation

We create navigation paths suitable for any level of digital expertise. 

  • mapping and revision of workflows according to UX principles 

 

  •  creation of attractive graphic interfaces  

 

  • navigation menu design that integrates functionality with high usability 

 

  •  prototyping and testing the platform with early adopters 

 

  • collection of interaction data to verify adoption  
Change Management

We break down barriers that cause resistance to the adoption of the tool. 

  • needs understanding interviews 

 

  •  application of Change Management training methodologies 

 

  • real-time tracking of KPIs and user satisfaction 

 

  • sharing best-practices and data-driven training to encourage adoption 

WHAT WE OFFER

Digital Service Management

We digitize business processes and functions to make it easier for users to enjoy services.

  • analysis of service delivery workflows from people's needs   
  • review of the service value chain in this perspective
  • technological scouting, design, development and implementation of the hosting digital platform  
  •  set up simplified access and delivery procedures, manageable from a single interface
  •  configuration and definition of bot rules and automations for performing recurring tasks
  •  integration with enterprise tools for data extraction and combination
  • setting up self-help procedures
  • dashboard with quality and efficiency indicators 
Productivity
and user satisfaction

We facilitate the request of services and the necessary operations to produce them. 

  • definition of user paths based on needs
  •  configuration of a catalogue of services selectable from a single access interface 
  • dashboard setup with visibility on pending requests and their progress
  •  design of automated take-over flows and prioritization of activities for the back-office 
  • integrated notification in approval cycles  
  •  configuration of SLA indicators to monitor user satisfaction 
User Friendly
Navigation

We create navigation paths suitable for any level of digital expertise. 

  • mapping and revision of workflows according to UX principles 
  •  creation of attractive graphic interfaces
  • navigation menu design that integrates functionality with high usability 
  •  prototyping and testing the platform with early adopters
  • collection of interaction data to verify adoption
Change Management

We break down barriers that cause resistance to the adoption of the tool. 

  • needs understanding interviews
  •  application of Change Management training methodologies
  • real-time tracking of KPIs and user satisfaction
  • sharing best-practices and data-driven training to encourage adoption 

We solve crucial needs
to deliver the best digital experience
to your users, wherever they are.

We facilitate access to digital services with UX friendly paths.

Digitize business processes and/or functions

"I would like to increase the resilience of my company with services always available"

Make it easier to adopt digital tools.

"I would like to help my users and customers get services more easily"

Reduce the effort of repetitive and time-consuming activities

"I would like to speed up the delivery of services by back-office staff"

Reduce people's resistance to change 

"I would like to innovate processes and functions without fear of encountering resistance"

We solve crucial needs
to deliver the best digital experience
to your users, wherever they are.

We facilitate access to digital services with UX friendly paths.

Digitize business processes and/or functions

"I would like to increase the resilience of my company with services always available"

Make it easier to adopt digital tools.

"I would like to help my users and customers get services more easily"

Reduce the effort of repetitive and time-consuming activities

"I would like to speed up the delivery of services by back-office staff"

Reduce people's resistance to change 

"I would like to innovate processes and functions without fear of encountering resistance"

Would you like to improve the digital experience of your users and customers?

CONTACT US FOR A
CONSULTATION!

Would you like to improve the digital experience of your users and customers?

CONTACT US FOR A
CONSULTATION!

Companies need to improve their users' digital experience, but not only that.

Discover the other services we offer
to drive change in your business.

Companies need to improve their users' digital experience, but not only that.

Discover the other services we offer
to drive change in your business.

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