Digital solutions & customer journey transformation

1. Brief service summary

Prepare digital customer journeys consistent with your organisation’s needs, channels and capabilities. The engagement connects the proposed experience, internal processes and functional requirements before any solution selection or development.

2. Your needs

Your customers move between materials, teams or tools with gaps in understanding and follow-up. Digital change is envisaged, but useful stages, necessary information and responsibilities still need clarification.

You wish to distinguish a presentation improvement from a change in operations, collection or service.

3. Objectives of the engagement

The engagement aims to understand user needs, represent journeys and prepare requirements for the target arrangements. It helps identify dependencies on the teams and systems that will need to deliver the service.

The objective is an explicit experience without promising features whose delivery conditions have not been established.

4. Indicative scope

The work may cover discovery, requests, monitoring or assistance, according to the journeys selected. Channels, content, interactions and internal handovers are examined together.

Collection points, authenticated access, notifications and possible interfaces are identified as choices requiring validation. Accessibility, confidentiality and error-handling requirements are prepared without presuming implementation.

5. Possible delivery arrangements

Interviews, workshops and review of authorised materials help build journeys. Mock-ups or limited tests may be proposed after agreement on audiences, data and conditions; no commercial opening follows automatically.

6. Possible deliverables

Deliverables may include a journey map, usage scenarios, mock-ups and a requirements specification with priorities and dependencies.

7. Conditions and limitations

No development, connection, hosting or processing of real data is included by default. The engagement guarantees neither conversion nor customer satisfaction. Service 05.09 organises customer relationships; 05.04 addresses marketing channels. No PRO’ADVISORY module or subscription is provided automatically.