Digital Insights

As UX advocates and practitioners, we tend to focus on the immediate project at hand—the website, the app, the product interface. But that’s only a fraction of the actual user experience. Every digital interaction a person has with an organization shapes their perception. The problem? Most companies treat these interactions in silos, leading to a fragmented and often frustrating user experience.The reality is that UX is much broader than we often acknowledge. It doesn’t start when a user lands on a website, and it certainly doesn’t end when they complete a transaction. If we want to deliver truly great experiences, we need to step back and look at the full picture.The Many Touchpoints That Shape UXBefore a user even reaches a website or app, they’ve already started forming an impression. Consider:Search engine results and AI responses – The way your company appears in Google results or AI-generated summaries sets expectations. Is your messaging consistent and clear?Online ads and social media – Are these touc