Experience architecture

Experience architecture is the planning behind how customers move through your website, app, emails, and messages. It decides what goes on each page, what order the steps come in, and what message arrives next. For a small business, it's the difference between a booking that takes three taps and one that loses people halfway. A coach's site might put the free call booking on every page, with a reminder email the day before and a short form that asks only what's needed. A wedding venue might send an enquiry straight into a quote, then a tour booking. Good experience architecture is mostly about removing steps. Test it by watching someone new try to book or buy.