What successful digital projects have in common? They start with Customer Experience consulting.

03.09.2025

Author: Roger Kaspar

Many web and app projects fail before delivering real value. The reason is rarely technology but rather a lack of user understanding. Too often, teams jump straight into screens or features without knowing what users actually need. The result: solutions that technically work but don’t get adopted.

This is where CX consulting comes in. It adds perspective and structure before implementation and aligns internal goals with external expectations.

Projects often focus too early on tools and features. Without a clear view of user needs, digital solutions may look good but underperform. The result: high bounce rates, low conversion rate, and weak customer loyalty.

Schenker Storen, a leading provider of sun and weather protection systems, learned this lesson. With the help of CX analyses, they developed an intuitive 3D awning configurator that makes a complex product digitally tangible.

At jls digital, every project starts with a CX process. For Schenker Storen, this began with an interactive journey-mapping workshop. Sales, marketing and product teams jointly analyzed pain points and opportunities.

The key question: How can we design the decision-making process to be simple, self-explanatory and efficient while maintaining the quality of consultation?

The 3D configurator shows how this works. Users enter measurements and location, choose fabrics and extras. The 3D preview makes every choice visible. At the same time, the tool streamlines sales through preselection and automated consultation.

CX consulting goes beyond UX. It translates strategic goals into clear customer journeys and bridges digital solutions with real customer expectations. When additional touchpoints like consultation, product samples or offer documents are integrated, the result is a seamless customer experience.

The Schenker Storen project shows how CX can transform sales. Within ten months, jls digital and the client developed an online channel that goes far beyond classic configuration:

• Intuitive navigation with 3D feedback

• Automated pre-consultation saves sales time

• Direct integration into the sales process

• Personalization through samples and favorites

• Mobile-optimized for maximum reach

Result: more qualified leads, higher conversion rates and stronger customer relationships.

Schenker Storen proves it: success is not driven by technology or design but by user focus. CX consulting is the essential first step toward digital success.