Operational Gaps
Customer journeys don’t match how the organisation actually fulfils or bills.
Channel Conflict
Pricing, availability, or delivery logic breaks down across channels
Commercial Friction
Payments introduce friction, reconciliation effort, or risk.
Web, e-commerce, and payments sit at the transaction boundary – where customer intent meets operations, finance, and cash flow.
They connect:
We treat web, e-commerce, and payments as operational interfaces, not marketing assets.
They are used to:
Make commercial rules explicit.
Align customer experience with operational capability
Ensure transactions reflect real constraints (stock, capacity, credit, compliance).
Create clean, auditable links between demand, fulfilment, and finance.
Ashley Fontaine – Head of Marketing at Leicester Riders Basketball Club.
Well-designed transaction surfaces:
They are not just channels. They are operating surfaces.
We builds websites, apps, and software platforms.
Digital Planning designs and delivers bespoke projects from a range of service capabilities.
