Service
Digital Experience Audits
Evaluate the online customer experience across web, app and digital journeys.
The problem we solve
Digital journeys look fine in analytics but lose customers at points no dashboard reveals.
What is evaluated
- Usability & accessibility
- Checkout friction
- Content clarity
- Response automation
- Cross-device consistency
How the programme works
We evaluate digital journeys end-to-end using real scenarios, combining expert review with evaluator-led testing.
Deliverables
- • Digital journey audit
- • Friction map
- • Conversion recommendations
- • Accessibility review
Related services
Mystery Shopping
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Corporate B2B Mystery Shopping
Specialised programmes for complex, high-value B2B and enterprise sales environments.
Customer Experience Consulting
Turn evaluation evidence into a practical, organisation-wide CX improvement plan.
Customer Journey Mapping
Visualise and diagnose the complete end-to-end customer experience.
What is a digital experience audit?
A digital experience audit evaluates how easy, fast and reassuring it is for a real customer to find information, enquire, book, buy or get help through your website, app and digital channels. Evaluators complete real tasks on real devices, and our specialists review usability, content clarity, accessibility and response automation.
Why digital journeys lose customers
Analytics show where visitors leave, but not why. A confusing form, a missing price, an Arabic page that does not match the English one, a chatbot that loops, or a booking confirmation that never arrives are all invisible in most dashboards. A digital audit finds them.
What we evaluate
- Findability of key information: prices, locations, opening hours, availability
- Usability of forms, booking flows and checkout on mobile and desktop
- Arabic and English consistency
- Speed and quality of responses to web forms, live chat and chatbots
- Confirmation messages, follow-up emails and WhatsApp notifications
- Accessibility basics, such as contrast, text size and keyboard use
- Trust signals: reviews, policies, secure payment indicators
Deliverables
- A digital journey audit for each priority task
- A friction map highlighting where users struggle or drop out
- Conversion recommendations ranked by expected impact
- An accessibility review with practical fixes
Frequently asked questions
Do you test on mobile devices?
Yes. Most UAE customers use mobile first, so every audit includes real smartphone testing.
Can you test our app as well as the website?
Yes. We evaluate iOS and Android apps as well as websites and digital channels.
Is this the same as a website SEO audit?
No. A digital experience audit focuses on the customer's ability to complete tasks and get help, not on search rankings.
Can you test chatbots and live chat?
Yes. We measure response time, accuracy, escalation to a human and resolution quality.
Let's talk
Ready to see what your customers really experience?
Request a corporate proposal or book a CX consultation with our team.