Fix digital friction to maxamize brand recognition
4 % uplift in conversions often comes from a better user journey. 73 % of consumers say experience drives their loyalty.
Digital experience audit
88 % of consumers often won't return after a bad user experience. [Gomez] 400 % conversion rate increase good UX design can acheive. [HubSpot] Experience auditing: Forensically examine every customer touchpoint, revealing friction points you can't see from the inside. Map emotional journeys alongside functional ones to understand where customers feel frustrated versus delighted. User research and testing: Validate solutions with real users before development begins. Test early, test often, then continuously optimize based on actual performance data rather than assumptions. Experience strategy: Don't just make things look better. Make them work better in service of your brand promise. Integrate brand positioning with user experience design so every interaction reinforces what makes you different. Unified brand and design systems: Create cohesive design systems that ensure every touchpoint, from mobile apps to web portals to in-car interfaces, feels like part of the same connected brand experience. Branding is no longer skin-deep This is the uncomfortable truth: your customers experience your brand not in campaigns but in clicks. Every glitch is a crack in your promise. Every seamless interaction is proof you can be trusted. So yes, recognition matters - but not nearly as much as reputation earned through responsiveness. Not nearly as much as loyalty built one smooth tap at a time. If you’re serious about brand, stop polishing the wrappers. Start redesigning the experience. Your brand is your interface.
> ChatGPT can instantly answer complex questions and voice assistants can control entire smart homes with a simple command, every other interface feels clunky by comparison. This creates a massive problem for energy companies still relying on multi- step processes, confusing menus, and buried information. While AI delivers answers in seconds, energy customers are still clicking through five screens to check their usage or download a bill. The gap is widening daily. Every seamless AI interaction trains users to expect less friction everywhere else, making traditional energy interfaces feel increasingly antiquated and user-hostile. The cost of digital friction The impact of poor design and experiences is measurable: 88% of consumers often won't return after a bad user experience. Companies investing in UX see returns of $100 for every $1 spent [Gomez]. Good UX design can increase conversion rates by up to 400% [HubSpot]. For energy companies, these numbers translate to real impact. When customers struggle with bills, outage reporting, or EV charging apps, that friction directly erodes brand trust and customer lifetime value. competitive advantage requires design- led thinking that combines systematic rigor with creative insight and relentless user focus. Something we at Brandpie have a depth of experience in doing for businesses. To help drive that change, these are some of the common activities we find helpful for businesses: How do businesses address this? Transforming digital friction into
Every click counts. Every drop-off costs. Make your website work harder.
Brandpie’s digital audit pinpoints where your journey fails and gives you the plan to turn it into a growth engine.
A brand isn’t experienced in glossy ad campaigns or at industry events – it’s experienced when someone logs into your app, tries to pay a bill, or attempts to charge their car on the go.
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