We design customer journeys that reduce friction and increase conversion, then we build the systems that keep it running. This includes CRO, lifecycle flows, automation, and AI enabled support where it makes sense. The goal is not hype, it is time saved, fewer dropped balls, and a customer experience your team can actually sustain.
Client: LIV Hospitality
Client: Olive & Piper
Client: 27Names
Client: Gastown BIA
CX Design & Automations (AI)
Great CX is what makes growth feel effortless.
- Sales journey mapping & service design
- Lifecycle messaging & personalization
- AI enabled workflows (support, routing, triage, knowledge)
- Experimentation, testing, & iteration cadence
- Tracking, attribution, & conversion instrumentation
- CRO & UX experimentation
- UI UX design & journey mapping
The Friction Audit, Where Customers
Quietly Leave
We have learned that most conversion problems are not big, they are small moments repeated at scale. This paper shares the friction patterns we see across ecommerce and service businesses, and how we prioritize fixes that save time for teams and improve customer outcomes.
Our process
We keep the process simple so execution stays fast, and expectations stay clear.
Initial Audit & Proposal
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Kickoff & Project Management
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Organization Audits & Workshops
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Recommendations & Findings
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We Begin Executing
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We Execute From Day One.
6000
+
Clients Hours Saved
250
+
Clients Served
9
+
Years Operating
3
+
Timezones
Our Services
These are the four most common ways we turn CX from a concept into a working system.
UI UX & Journey Mapping
Map the real path, define the moments that matter, then design for clarity.
CRO & Testing
Improve conversion through focused experiments, measurement, and iteration.
Automation & AI Workflows
Reduce manual work with practical automation that supports the team, not replaces it.
Tracking & Measurement
Fix analytics foundations so decisions are based on reality, not guesswork.
The best signal is what customers do, and what your team stops having to chase.
Who we do our best work with
We do our best work with teams who care about the experience end to end. If you are getting traffic but not enough conversion, if follow ups are manual, or if the journey feels messy across channels, we will help you tighten it together and keep it running.
We challenged Analog + Digital with a very tight deadline, and they rose to the occasion. They stayed calm and focused throughout, even while handling input from many different stakeholders. We’d happily work with them again!
”
Christina Pilz
Head of Culture @ 27Names
Analog + Digital are great to collaborate with and highly knowledgeable in their respective areas. Their team brings thoughtful solutions, strong technical insight, and a collaborative approach to every project. We would gladly recommend them.
”
Tonny Lam
CEO & Co-Founder @ Hook + Ladder Digital
Analog + Digital helped elevate how we present our developments online. By focusing on the customer journey, they built a website that clearly communicates our projects while supporting both our marketing and sales teams.
”
Bethany Franchi
Marketing Manager @ Keltic Developments
We’re thrilled with our new digital platform and how clearly it reflects who we are. They really took the time to understand our team and business, collaborating seamlessly with our brand designers. The result is intuitive, easy to manage, and something our team can confidently maintain.
”
Susan MacDougall
Principal @ Focal Engineering
Analog + Digital helped turn our vision for a DTES income opportunities directory into a working digital platform. They brought thoughtful guidance, strong collaboration, and genuine community engagement throughout the entire process.
”
John Zador
Community Manager @ Exchange Inner City
Analog + Digital helped bring the Strathcona BIA website and digital tools to life. Atif and Mark were collaborative, solution focused, and strong communicators throughout. The final platform includes custom features and continues to support our team today.
”
Johanna Lauyanto
Communication Manager @ Strathcona BIA
Built to Scale: Rebuilding Jeff Staple’s Digital Platform for the Next Decade
Built to Scale: Rebuilding Jeff Staple’s Digital Platform for the Next Decade
Reinventing Europe’s Largest Experience Agency
Reinventing Europe’s Largest Experience Agency
Modernizing CDm2 Lightworks’ at 20 Year Milestone
Modernizing CDm2 Lightworks’ at 20 Year Milestone
Fueling Visibility: Driving Parkland’s Local SEO Across Canada
Fueling Visibility: Driving Parkland’s Local SEO Across Canada
Old Soul, New Spirit: Reimagining Gastown’s Digital Identity
Old Soul, New Spirit: Reimagining Gastown’s Digital Identity
New Horizons: Introducing Fine Peace’s $2 Billion Portfolio to Canada
New Horizons: Introducing Fine Peace’s $2 Billion Portfolio to Canada
Have A Project For Us? Let’s Start Our Partnership.
Let’s make the journey feel simple. Tell us where customers drop off or where the team is stuck doing manual work, and we will map the clearest path to a better experience.
Frequently Asked
Questions
What is change management in a digital transformation?
It is the work that makes new systems usable in real life, clarity on roles, updated workflows, training, and operating rhythms that support adoption.
How do you measure change management success?
We track adoption signals like usage, cycle time, error rates, handoff clarity, support tickets, and qualitative feedback from the teams doing the work.
Do you provide training and documentation?
Yes, we create lightweight playbooks, run enablement sessions, and support teams through the transition.
Can you work alongside our internal PMO or consultants?
Yes, we often integrate into existing governance, while still owning execution outcomes.
What does change management look like during a website rebuild or systems rollout?
It usually includes workflow mapping, role clarity, training, comms, and a short stabilization period so the new experience is adopted smoothly.
How do you reduce resistance to new tools and processes?
Together with your team, we align early on the why, remove ambiguity in ownership, and make the new way of working easier than the old one.
