The experience gap reality check
A quick assessment to reveal where time is being lost across apps, devices and Wi‑Fi - even when SLAs and CSAT look “fine”.
Tickets look fine doesn’t mean work is fine
Most organisations hit their SLAs and still lose hours every week to digital friction. Tickets close. Work stays slow.
Tickets and surveys show who complained – not how work actually feels day-to-day across apps, devices and Wi‑Fi.
Digital experience is the gap – the difference between “IT looks healthy” and a workforce that can actually work consistently without friction.
If work is slow or inconsistent, leadership needs to know where the friction is, what it’s costing, and what to fix first – with evidence, not opinion.
The Experience Gap test
If technology feels “mostly fine”, can you answer these without hesitation?
- Do we have a baseline view of experience across apps, devices and Wi‑Fi – or do we rely on tickets and anecdotes?
- Can we pinpoint where time is being lost – by app, device and workflow – and explain it in business terms leadership will accept?
- Do we know what users experience but rarely report – the silent friction that never becomes a ticket?
- When we roll out change (upgrades, migrations, policy shifts), can we prove what improved and what got worse – before complaints arrive?
- Can we show decision-ready evidence monthly – what improved, what is at risk, and what leadership needs to decide next?
What great looks like in practice
Experience-led operations means visibility leaders can trust, repeat causes removed (not repeatedly handled), proof of change impact, and decision-ready reporting that links experience to productivity, cost-to-serve and risk during change.
This is not about adding more tools. It’s about running digital experience as an operating discipline – measurable, improvable, and explainable at board level.
What should happen in the first 30 days of seeing experience clearly
- Week 1: Establish the baseline
A single view of where friction sits across apps, devices and connectivity – by team and user group.
- Week 2: Identify the top friction journeys
Pinpoint the worst-performing areas and what they are doing to productivity and delivery.
- Week 3: Apply quick wins and prove impact
Targeted fixes with before-and-after evidence – not “less noise in the queue”.
- Week 4: Executive readout and next decisions
A concise, decision-ready summary of what’s costing time, what changed, and what to prioritise next.
incident response readiness assessment
From score to certainty – download the Experience-led Operations Brief
Work can still be slow even when service metrics look fine. Download the guide for what “great” looks like and the leader checklist to turn experience into evidence.
Ready to turn your quiz results into measurable improvement?
You’ve done the assessment. You’ve got the definition of “great”. The remaining question is simple: can you prove where productivity is being lost - and what changes it? A Digital Experience Proof of Value is designed to move you from assumptions to evidence - with an experience baseline, friction hotspots, measured before-and-after improvements, and an executive-ready summary you can act on.
Book a Digital Experience Proof of Value