Digital Power Up
How might we help more customers confidently use digital channels to complete everyday tasks through experiences that feel simple, human, and positive?
Digital channels have the potential to make everyday interactions quicker, easier, and more convenient for customers—but for many people, digital experiences can still feel confusing, impersonal, or difficult to navigate.
As customer expectations evolve, there is an opportunity to create digital services that feel not only efficient, but also human, supportive, and accessible to a wider range of customers.
During this fast-paced one-day workshop, participants will:
- Explore barriers that prevent customers from using digital services confidently
- Identify moments where digital experiences feel frustrating, complex, or impersonal
- Examine how language, design, accessibility, and support influence customer confidence
- Draw inspiration from best practice in other industries and consider what would delight customers in unexpected ways
- Develop practical concepts that encourage greater adoption of self-service channels
The day will include a series of collaborative and insight-led sessions:
Understanding Digital landscape
What good looks like and what the future holds for digital.
Customer Insight Workshops
Understanding customer confidence, behaviours, and expectations around digital services.
Rapid Ideation Sessions
Generating ideas for more increasing self-service, making experiences feel more human and how we can delight customers.
Concept Design Activities
Developing practical solutions, prototypes, or engagement approaches that could be tested in the future.
By the end of the day, we aim to deliver:
- A clearer understanding of barriers to digital confidence and adoption
- A set of ideas for improving customer digital experiences across key journeys
- Concepts for making digital interactions feel more human and supportive
- Recommendations for increasing digital engagement and self-service uptake
- Potential pilot opportunities for testing new approaches with customers
- Customers, through simpler and more accessible digital experiences
- Customer service teams, by reducing friction and improving engagement
- Digital and innovation teams, through new ideas for customer-focused design
- Operational teams, by increasing successful self-service interactions
- The wider business, through improved customer satisfaction and digital adoption