Define the repeated behavior, service journey, and success signal before writing code. Start with the repeated problem, connect the complete service, and design for adoption. The strongest digital products make an important journey noticeably easier.
Find the repeated problem
Focus on behavior that happens often and matters enough to improve.
Practical product choices for a more visible, credible digital service.
Connect the full service
The interface is only one part of the complete customer journey.
Design for adoption
Make the useful action obvious, measurable, and easy to repeat.
