Name the journeys that matter
We list the digital services people complete with you — requests, bookings, account changes, self-serve support — and name an owner for each.
Journey Lab for experience measurement
A working process tied to application analytics for digital experience measurement. Use it to see how we move from a messy path inventory to owner-ready findings.
How a lab session runs
Four steps we use before recommending a retainer — concrete enough to schedule, light enough for a first conversation.
Mark observable friction
For each journey we note what you can already see: exits, retries, field struggle, recovery after failure. Gaps become instrumentation candidates.
Score a priority moment
Pick one high-stakes moment and frame a short measurement window with success and recovery definitions your stakeholders accept.
Decide the engagement shape
Match findings to Journey Friction Analytics, Interaction Quality Scoring, a Moment Review, or a Brief — then schedule the next working step.
What you bring
A shortlist of digital services, access to whoever owns completion for those paths, and any existing analytics exports you already trust. No need for a perfect data warehouse.
What you leave with
Named journeys, a friction gap list, one prioritized moment definition, and a clear recommendation on which measurement service fits next.
Book a Journey Lab session
Tell us which digital services worry you. We will propose a lab window from Hung Hom — on-site or remote — and prepare a path inventory template beforehand.