Channel Analysis

Channelglossary×ChannelA channel is a source or pathway through which users arrive at a product, such as search, social media, paid ads, or direct traffic.Open glossary term→ analysis is a UX and service designservice×Service DesignMap what happens across teams, systems, and touchpoints so services feel more joined up for users and easier to deliver internally.Open service→ method used to evaluate how users interact with a product or serviceglossary×ServiceA service is a component or function that performs a specific task within a system.Open glossary term→ across different channels.

Channelsglossary×ChannelA channel is a source or pathway through which users arrive at a product, such as search, social media, paid ads, or direct traffic.Open glossary term→ can include websites, mobile apps, email, phone, in-store, social media, and customer support.

The method looks at how each channelglossary×ChannelA channel is a source or pathway through which users arrive at a product, such as search, social media, paid ads, or direct traffic.Open glossary term→ is used, how effective it is, and how well channels work together as part of a broader experience.

It helps identify gaps, inconsistencies, and frictionglossary×FrictionFriction refers to anything that slows users down or makes it harder for them to complete a task. It can be caused by poor design, unnecessary steps, unclear messaging, or technical issues.Open glossary term→ between channelsglossary×ChannelA channel is a source or pathway through which users arrive at a product, such as search, social media, paid ads, or direct traffic.Open glossary term→.

The goal is to ensure a seamless experience, regardless of how users choose to engage.

Use this method when your experience spans multiple channelsglossary×ChannelA channel is a source or pathway through which users arrive at a product, such as search, social media, paid ads, or direct traffic.Open glossary term→.

It is most useful when:

Set up properly.

Before you start, be clear on what channelsglossary×ChannelA channel is a source or pathway through which users arrive at a product, such as search, social media, paid ads, or direct traffic.Open glossary term→ are involved, what journeysglossary×Pain PointA specific problem or frustration users experience when trying to complete a task.Open glossary term→ or use cases you are analysing, and what data sourcesglossary×Data SourceA data source is the origin from which data is collected or accessed.Open glossary term→ are available.

Include both digital and non-digital channelsglossary×ChannelA channel is a source or pathway through which users arrive at a product, such as search, social media, paid ads, or direct traffic.Open glossary term→.

Run the method.

Channelglossary×ChannelA channel is a source or pathway through which users arrive at a product, such as search, social media, paid ads, or direct traffic.Open glossary term→ analysis is structured and comparative.

Identify all relevant channelsglossary×ChannelA channel is a source or pathway through which users arrive at a product, such as search, social media, paid ads, or direct traffic.Open glossary term→. Map how users interact with each one. Analyse performanceglossary×PerformancePerformance refers to how quickly and efficiently a system responds to user actions and processes tasks.Open glossary term→ and effectiveness. Look at transitions between channels. Identify gaps, overlaps, and inconsistencies.

Focus on the full experience, not isolated channelsglossary×ChannelA channel is a source or pathway through which users arrive at a product, such as search, social media, paid ads, or direct traffic.Open glossary term→.

Capture and make sense of it.

The value comes from understanding how channelsglossary×ChannelA channel is a source or pathway through which users arrive at a product, such as search, social media, paid ads, or direct traffic.Open glossary term→ connect.

Look across channelsglossary×ChannelA channel is a source or pathway through which users arrive at a product, such as search, social media, paid ads, or direct traffic.Open glossary term→ to identify frictionglossary×FrictionFriction refers to anything that slows users down or makes it harder for them to complete a task. It can be caused by poor design, unnecessary steps, unclear messaging, or technical issues.Open glossary term→ when switching between channels, inconsistent experiences or messaging, underperforming channels, and opportunities to streamline or integrate.

Use this to improve the overall experience.

Focus on:

Most issues come from:

If channelsglossary×ChannelA channel is a source or pathway through which users arrive at a product, such as search, social media, paid ads, or direct traffic.Open glossary term→ don’t connect, the experience breaks.

Done properly, this method gives you:

If this sounds like something you need, we can help you analyse your channelsglossary×ChannelA channel is a source or pathway through which users arrive at a product, such as search, social media, paid ads, or direct traffic.Open glossary term→ and create a seamless experience across every touchpointglossary×TouchpointAny interaction a user has with a service or brand.Open glossary term→.

No guesswork. No assumptions. Just clarityglossary×ClarityClarity is how easily users can understand what is happening and what they need to do.Open glossary term→ across the full journeyglossary×Pain PointA specific problem or frustration users experience when trying to complete a task.Open glossary term→.