Today, digital experiences determine whether visitors become loyal customers – or whether users drop out after the very first contact. Optimizing individual touchpoints in isolation is no longer enough. What really counts is the interplay: How well do strategy, design, content, technology, and operational execution fit together? This is exactly where our Total Experience (TX) Audit comes in.
It looks at the entire value chain – from the first search to everyday use. This reveals where experiences already convince, where friction occurs, and which measures have the greatest impact on growth and efficiency.
In this article, you will learn how to create holistic interplay across all areas instead of perfecting individual silos.
Why a Total Experience Audit Makes the Difference
Most organizations have already “optimized” individual touchpoints and parts of their digital business – what is often missing is integration. A TX Audit therefore examines three closely interconnected growth levers in digital business:
Experience Excellence:
Holistic design of digital brand experiences that are visible, relevant, consistent, and accessible across all touchpoints.
Operational Excellence:
Efficient processes, clear structures, and integrated systems as a scalable foundation for digital growth.
Commercial Excellence:
High-performing sales models and growth-oriented revenue strategies as the basis for sustainable business success.
Real value only emerges when these levers work together and interlock: a strong funnel is wasted if the app glitches; a fast app won’t convert if pricing is unclear; a good offer is lost if support remains silent.
TX shifts the focus from single-point optimization to overall performance – KPI-driven, data-based, and impact-oriented.
How a TX Audit Works – From Analysis to Impact
Our TX Audit analyzes the three core elements of a future-proof digital business model – tailored to your industry, goals, challenges, and potential. This gives you a clear, practical view of measurable improvements.
A practical audit follows 5 steps:
Sharpen goals & KPIs: Define a common vision and possible KPI framework (e.g., new customer acquisition, activation rate, churn).
Collect & analyze (AS-IS): In-depth expert review of all selected relevant topics and journeys. Results are assigned to the three value areas – Experience, Operational, Commercial.
Derive measures (TO-BE): Describe fields of action, prioritize by impact × feasibility (ICE), distinguish quick wins from structural topics, finalize KPIs.
Implement: Realize prioritized measures, manage in agile modules, empower teams (enabling & know-how transfer).
Re-audit & validation: Compare TO-BE vs. AS-IS, prove effectiveness, identify new optimization potential or scaling areas.
Typical outputs include a journey map with breakpoints, a pain-point heatmap, a KPI plan, a prioritized backlog with responsibilities and effort, and an implementation roadmap.
Where a TX Audit Uncovers the Most in Online Banking
We don’t deliver standard solutions, but targeted value – tailored to your industry, goals, challenges, and budget. A Total Experience Audit is particularly effective where many small frictions can add up to major drop-offs. Three typical hotspots in online banking include:
1. Onboarding & Identity – Fast to First Value
The first impression is decisive – yet in practice it often feels fragmented: the app jumps to the browser, the eID won’t read the ID card, video identification has queues, progress is lost. Users drop out before they’ve even experienced a single benefit of the app.
What the TX Audit examines in this context:
How many steps are there until the first tangible benefit (account balance, digital card)?
Where do media breaks, waiting times, unclear wording occur?
How robust is the “state” (re-entry without restarting)?
What alternative paths exist (eID/video/branch) – and how easy is it to switch?
Which example measures can be derived:
Clearly structured onboarding and ID steps with visible progress, transparent waiting times, and pause function.
Robust states allowing resumption exactly at the dropout point.
Immediate payment capability via direct access to a digital card or direct Apple/Google Pay integration.
The result:
Shorter time-to-first-transaction (minutes instead of days)
Fewer drop-offs during onboarding and ID processes
Higher activation rate on day one of use
2. Login, Session & Authorizations – Security Without Friction
A second TAN app is required, QR codes need scanning, sessions expire mid-process: what should feel secure quickly becomes cumbersome for your target audience. Especially routine tasks (e.g., transfers to known recipients) often stall.
What the TX Audit examines in this context:
How often do app switches and failed authorizations occur?
What are authorization times like, how often do sessions expire at the wrong moment?
Are there simple, visible fallbacks if biometrics fail?
Which example measures can be derived:
In-app authorizations with device binding and biometrics as standard.
Predictable rules communicated in plain language (“Amount above daily limit – additional confirmation required”).
Session management: never expire mid-step, provide timely warnings, enable smooth re-login.
Visible fallbacks to keep the flow going.
The result:
Fewer input errors
Faster authorizations
Lower support demand
3. Accessibility – Access for Everyone Instead of Digital Barriers
Small fonts, weak contrasts, unclear labels, or screenreader dead ends are more than cosmetic issues in banking: they exclude people and increase errors – especially in critical processes like identification, authorizations, or payments. Accessibility standards often break precisely where external partner journeys are integrated.
What the TX Audit examines in this context:
Are typography scaling, contrast ratios, touch target sizes, and screenreader reading order appropriate?
Do forms have correct and unambiguous labels (including error messages)?
Is focus and keyboard navigation supported?
Are partner journeys (eID/video ID, payment dialogs) also accessible?
Which example measures can be derived:
Design tokens for font sizes/contrasts, implemented consistently across components; minimum sizes for targets.
Semantic components with clean labels/ARIA, clear, understandable error messages.
Testing with affected user groups, not just checklist audits.
Alternatives for captchas/video uploads.
The result:
More completed onboardings and payments
Reduced support workload
Lower regulatory risk
A noticeably more human and inclusive product experience
Conclusion: The Real Gaps Are Inbetween Silos
Most conversion problems don’t arise at a single point, but at the transitions: between marketing and app, between app and ID partner, between authorization and backend, between incident and communication.
A Total Experience Audit makes exactly these transitions visible and prioritizes measures that simultaneously improve experience, efficiency, and revenue – delivering quick impact and long-term resilience. Those who take this approach not only win new customers but keep them for the long run.
A compact potential check reveals within just a few weeks where the biggest levers lie – and provides an actionable roadmap.
