A Sidewalk white paper on why your Custom CMS will kill your digital project, your teams motivation and the digital transformation of your organization altogether. This is a short overview of what you'll read in the white paper.
The internal customer journey
During one of my missions at Sidewalk I was asked to transform the consumer journey by making optimal use of an enterprise search solution. The application of our customer just got integrated in an intranet environment and we had to make optimal use of the solution and explore the possibilities.
Over the years this customer’s intranet environment organically grew and became a maze of information. At the same time the organization didn’t find the time nor the resources to dedicate the proper attention to the customer’s experience aspect.
The main objective was loud and clear: shorten the journey.
In other words, we needed to provide advise how users could:
On the other hand, internal client research had made clear that in many cases the user was confronted with dead-ends. Users basically get lost looking for information and end their consumer journey irritated and frustrated. Leaving your site and killing your conversion rates.