In this lesson, we will explore how different phases and layers in a business impact the digital experience. Understanding the movement of various elements within the organization and how they interact with users and stakeholders is crucial for optimizing the digital experience. Let’s break down the phases and layers to comprehend their significance better.
Section 1: Phases of the Organization
The phases of the organization refer to how activities and processes move within, through, and out of the company. Each phase can be seen as a different layer, representing different stages of movement. These layers include:
- Inward Movement: Activities or elements entering the organization.
- At-the-Organization: Activities or elements occurring within the organization.
- Outward Movement: Activities or elements leaving the organization.
Section 2: Funnels and Processes
Within each layer, we have funnels that guide users and stakeholders through the organization’s processes. A funnel represents a user or stakeholder’s journey to achieve a specific goal or outcome. These funnels can then be broken down into processes, representing the step-by-step movement of elements through the organization. For instance:
- Users and Stakeholders Funnel: Leads enter the organization, get qualified, receive upsells, and either retain or exit the company based on their engagement and interactions.
- Devices Funnel: Devices can be brought into the organization by users or issued by the company. They may age, require maintenance, or be removed as they serve their purpose.
- Software Funnel: Software facilitates tasks for users and stakeholders. It can age, need maintenance, or be outgrown as the organization’s needs evolve.
- Data Funnel: Data is gathered and utilized in each phase and layer to monitor and track processes, enabling continuous improvement.
Section 3: The Role of Software and Data
Software plays a vital role in the digital experience by enabling users to interact with the organization and accomplish tasks. It serves as an interface for stakeholders, providing them access to essential data and functionality. On the other hand, data is the organization’s backbone, influencing decisions and driving improvements in each phase and layer. Analyzing data helps identify areas for enhancement and drives digital experience optimizations.
Understanding a business’s different phases and layers is critical in optimizing the digital experience for users and stakeholders. Businesses can design effective funnels and processes that align with stakeholder needs by comprehending how elements move within, through, and out of the organization. Emphasizing the role of software as an intermediary and leveraging data to drive insights further refine the digital experience foundation. The next lesson will explore strategies for aligning these phases and layers to create a seamless and delightful digital experience journey.