Digital consulting: what to look for in a user experience partner

Digital consulting: what to look for in a user experience partner

Digital consulting is the strategic pillar for competing in regulated, customer-centric markets. Its purpose is to redesign processes, business models, and user experiences to generate sustainable growth, operational efficiency, and a real competitive advantage.

Choosing the right partner determines the success of digital transformation versus failed projects. This article analyzes what digital consulting is, its types, areas of impact, and how to select high-value firms. In addition, we explore how to measure ROI and scalability with a focus on automation, architecture, and user experience.

What is digital consulting?

Digital consulting is a specialized service that supports companies in the design, definition, and implementation of digital strategies aimed at improving their competitiveness, efficiency, and ability to adapt to the market.

Its essence lies in a profound redefinition of digital business models, value flows, organizational culture, and customer relationships, using technology as a key enabler.

Unlike traditional approaches focused solely on technology, strategic digital consulting takes a comprehensive approach to:

• The business model.
• Operational and commercial processes.
• The customer and user experience.
• The technological architecture.
• Organizational change management.
• Continuous digital innovation.

What is the role of a strategic digital consultant?

A digital partner does not just implement isolated software or tools. Their value lies in reinterpreting the business from a digital perspective, aligning technology, data, processes, and people. Specifically, they act as a strategic ally who: 

1. Diagnoses the company's level of digital maturity. 
2. Designs a roadmap aligned with business objectives. 
3. Implements scalable solutions (SaaS, APIs, cloud) that bring that strategy to life.
4. Trains internal teams to operate and evolve in the new environment.

Types of digital consulting

Digital consulting covers multiple specialized areas that must function in an integrated manner. The main areas of work in which digital consulting firms operate are detailed below:

1. Optimization of the digital registration and onboarding process

The first contact is a critical moment that defines the future relationship with the customer. Consulting helps design digital onboarding and frictionless user registration. KYC and KYB solutions, biometrics, and scalable API-based architecture are integrated. The goal is to eliminate operational friction through efficient architecture.

2. Digitization of customer acquisition

Consulting automates customer acquisition to make the process smooth and profitable. It connects marketing tools with the integration of internal company systems. This ensures that information is managed with error-free technical and legal protection. The result is a system that automatically acquires more customers at a lower cost.

3. User experience and customer experience

A high-value digital partner applies user-centered design (UCD) methodologies. Empathy maps, A/B testing, and behavior on customer portals are analyzed. This is key to optimizing onboarding processes and omnichannel customer journeys. It ensures that every digital interaction is intuitive, useful, and memorable for the consumer.

4. Sales process transformation

The consultancy modernizes sales teams through CRM and intelligent assistants. Transactional chatbots and sales process automation (RPA) are integrated. The main objective is to shorten the sales cycle and improve team productivity. Operational barriers are eliminated to achieve a much more efficient sales force.

5. Automation of contracting and electronic signatures

Thanks to the eIDAS regulation, electronic signatures are fully valid and traceable.  Consulting firms implement electronic signature flows to close contracts securely in minutes. Advanced electronic signatures and document digitization streamline contracting. Administrative management time is reduced, allowing operations to be carried out with full legal validity.

6. Digital identity management and regulatory compliance

In regulated sectors such as fintech and insurance, digital identification and privacy are top priorities. Partners help comply with the GDPR and international security standards. Protocols are adopted to ensure the full legal validity of each digital operation. This guarantees a secure corporate environment to operate with confidence in the market.

Marketing, sales, and user experience: key areas of digital consulting

Digital consulting has a direct and measurable impact on three critical areas of business: marketing, sales, and user experience.

Conversion-oriented digital marketing

A digital partner transforms generic campaigns into hyper-personalized strategies through:

• Key tools: Behavioral data, dynamic segmentation, and generative AI.
• Optimization processes: Through CDP and CRM integration, lead capture, content automation, and advanced multichannel attribution are optimized.

Digital sales and business processes

Digitization eliminates bottlenecks to reduce sales cycles and automate offers through intelligent workflows and specialized SaaS solutions.

• Scalability and security: Through the integration of APIs and electronic signature flows, it is possible to scale the business and activate services in minutes with full legal validity.
• Business impact: This architecture allows customers to receive, sign, and manage their contracts independently, improving conversion rates without increasing equipment.

User experience as a competitive advantage

The consultancy applies cognitive psychology, accessibility, and emotional design to create interfaces that generate loyalty and satisfaction.

• UX methodology: Using legal UX principles, workflows are simplified by eliminating unnecessary steps and ensuring that every interaction works.
• Strategic value: This approach transforms the experience into a strategic business driver that prevents abandonment and maximizes retention.

What a high-value digital consulting firm should offer

To select the right partner, it is essential to evaluate criteria that guarantee an effective and measurable transformation of the organization. Choosing a digital consulting firm should not be based solely on price or size, but on its actual ability to generate impact and scale the business:

• Strategic vision and long-term approach: A high-value consulting firm understands the business, the sector, and trends. It does not propose one-off solutions, but rather sustainable digital strategies.
• Ability to combine services and SaaS products: The best consultancies not only offer tailor-made services, but also their own SaaS products that accelerate implementation, reduce costs, and minimize risks.
• Results and metrics orientation: The focus is not on the project, but on the result: efficiency, growth, conversion, cost reduction, and improved experience.

Experience in digital architecture and scalability

Technical debt from quick fixes is a critical risk that slows growth. An expert consultant must design digital architectures that avoid total rebuilds by:

• Cloud and hybrid architectures: Designing flexible infrastructures that combine the cloud with legacy system integration to ensure a smooth technological transition.
• Microservices and APIs: Implementation of systems based on independent services that allow agile scaling of performance according to market demand.
• Modular design: Creating interchangeable components that facilitate platform evolution without compromising the overall stability of the digital ecosystem.
• Security and resilience: Application of robust protocols to ensure that the platform grows without collapsing, maintaining operational integrity in any scenario.

Digital transformation for companies and businesses: how to choose

Given market volatility and regulatory changes, it is vital to have a digital partner who masters the regulatory and technical trends that will define the European market in the coming years:

• Implementation of European Digital Wallets (EUDI): These wallets allow instant and sovereign verification of identity attributes. Their integration eliminates forms, reduces fraud, and optimizes the user experience under European standards.
• Evolution towards eIDAS 2.0: This regulation requires the adoption of decentralized and interoperable identity systems throughout the common market. A strategic partner ensures that your architecture is compatible with these nodes to avoid technical exclusion.
• New Digital Identity and Authentication Standards: The transition to protocols such as FIDO2 and passive biometrics replaces passwords with more secure methods. These standards protect infrastructure against advanced cyberattacks, improving customer trust and retention.
• Disruptive Changes in KYC/KYB through AI: Identity verification using artificial intelligence analyzes biometric patterns in real time with complete legal accuracy. It allows for the automation of AML compliance without creating friction in user onboarding.
• Data and Privacy Regulations: Modern consulting must integrate data ethics and algorithm explainability in accordance with the new AI Act. Transparent governance is essential to mitigate legal risks and build a trustworthy brand.

Process optimization and automation (RPA)

Modern consulting implements RPA to automate low-value tasks, reducing costs and manual errors in data management. This innovation increases productivity, freeing up human talent for higher-value strategic functions.

To achieve this, a specialized consulting firm identifies automatable processes in critical areas such as:

• Client onboarding and document verification: Automation of the intake flow and identity validation for immediate activation.
• Contract management: Digitization and tracking of contracts to ensure smooth signing and filing processes.
• Operational back office: Optimization of internal administrative tasks to streamline daily operations and improve efficiency.
• Reporting and compliance: Automatic generation of reports and regulatory control to ensure transparency and legal certainty.

Security, compliance, and trust in the digital partner

Security and regulatory compliance are not optional, but critical to business continuity. A high-value digital partner must demonstrate its commitment by applying international frameworks and current regulations, such as:

• eIDAS: To ensure the cross-border legal validity of electronic signatures and transactions.
• GDPR: To ensure the ethical and secure processing of personal data.
• ISO 27001: As an international standard for information security management.
• QTSP certification: The highest distinction of technical and legal reliability in the European Union.
• Cybersecurity Protocols: Implementation of audits and proactive defensive measures.

Why does internal digital transformation fail?

Many organizations attempt to tackle digital transformation internally, with limited results. The main difficulties of in-house development are:

• Overloaded IT departments: The burden of daily maintenance prevents the technical team from focusing on innovation projects with the necessary agility.
• Lack of strategic vision: Internal management tends to prioritize short-term solutions, losing sight of the overall perspective of digital market trends.
• Long development times: The absence of agile methodologies and standardized processes often delays the launch of minimum viable products to market.
• Difficulty scaling: Custom-built in-house solutions often lack the architecture necessary to support massive user growth.
• High technical debt: Quick decisions and a lack of architectural planning result in rigid systems that require costly rebuilds in the future.
• Resistance to change: Cultural inertia within the organization itself hinders the adoption of new workflows and disruptive tools.

Advantages of choosing a partner with its own SaaS

Opting for expert consultants who already have proven SaaS (Software as a Service) products is much more efficient. These solutions allow you to:

• Reduced time-to-market: Launch products or services in weeks, eliminating development cycles that last years.
• Maintenance included: The consulting firm assumes responsibility for constant updates and technical security.
• Focus on the business: Your team focuses exclusively on selling and growing, without having to manage incidents related to your own infrastructure.
• Guaranteed scalability: Architecture designed for growth.

Assess the real impact: ROI and efficiency in digital consulting

A valuable digital consultancy must demonstrate its impact. Some key KPIs for measuring ROI include:

• Reduced processing times: Optimizing internal workflows allows critical tasks to be executed in minutes, eliminating unnecessary waiting times for the end customer.
• Increased conversion: Improving the user experience and sales funnels ensures that a higher percentage of leads become actual customers.
• Decreased operating costs: Automating repetitive tasks through RPA dramatically reduces the expense associated with manual management and human error.
• Increase in digital customers: A well-executed strategy facilitates the acquisition and mass onboarding of users through 100% digital and scalable channels.
• Improved NPS and satisfaction: Customer-centric design raises brand perception, which translates into greater loyalty and positive recommendations.
• Time to market: Reducing the launch time for new products allows the company to react quickly to market demands and gain a competitive advantage.

In addition, it must provide real-time dashboards that allow management to monitor the impact of the investment. High-value digital consulting does not just implement: it continuously measures, analyzes, and optimizes.

Boost your business with Tecalis digital consulting

Tecalis is a leader in strategic digital consulting, helping companies transform their processes, business models, and digital experiences in a secure, scalable, and user-centered way.

Comprehensive support throughout the digital cycle

At Tecalis, we are the strategic partner that accompanies organizations throughout their digital lifecycle so they can lead their sector. We offer comprehensive support that combines strategic vision and technical execution through:

• Digital maturity diagnosis: We analyze the current state of your organization to identify bottlenecks and opportunities for improvement in your digital flows.
• Digital strategy definition: We draw up a personalized roadmap that aligns your business objectives with the most advanced technological capabilities.
• Technology architecture design: We create robust and scalable systems that enable the company to grow without generating technical debt.
• SaaS solution implementation: We deploy rapidly adoptable cloud tools that enable immediate operational transformation.
• Process automation: We identify and automate critical tasks to increase productivity and reduce human error.
• Digital identity and electronic signature: We integrate trusted solutions that allow you to close deals and verify users in seconds.
• Regulatory compliance and security: We ensure that every process complies with the most demanding standards (eIDAS, GDPR, ISO 27001).
• Proprietary technology and results-oriented approach: We do not depend on third parties; we develop our own technology to ensure that every efficiency KPI is met.

Digital acceleration through proprietary product technology

Thanks to our approach based on internal product development, at Tecalis we eliminate the complexity of slow and costly ad hoc projects. We accelerate business transformation through advanced, ready-to-use solutions in critical areas:

1. Electronic signature: Versatile solutions such as Tecalis Sign that enable legal contracting anywhere and on any device.
2. Digital identity: Real-time identity verification using biometrics and advanced OCR technology with Tecalis Identity.
3. Automation: Rule engines that streamline the most complex workflows integrated into Customer Hub.
4. Digital onboarding: Fast, secure, and frictionless customer onboarding processes to maximize conversion.
5. Critical process management: End-to-end digitization of operations that require a high level of integrity and auditing.

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