Design connected experiences across people, processes, channels, and platforms.

An experience is shaped by everything that happens before, during and after an interaction.

A portal may be easy to use, but if the information is unclear, the process is fragmented or the request disappears into a manual back-office workflow, the experience is still broken.

Para treats Collab & CX as a connected business and technology problem. We look beyond the front end to understand the people, processes, information, platforms and operating decisions that make an experience work.

Journey before channel

Start with the customer, partner or service journey and the outcome being pursued before deciding which portal, channel or platform should carry it.

Content and process are part of experience

A well-designed interface cannot compensate for unclear information, broken approvals or disconnected service workflows. Experience depends on what people see, what they need to do and what happens behind the interaction.

Design for operation

Define ownership, measurement, support and continuous improvement so the experience remains useful, reliable and relevant after launch.

What we help solve

Collab & CX Advisory is most valuable when experiences have evolved faster than the operating model behind them.

Organizations may be facing:

• Customers, partners or employees moving between disconnected portals, forms, channels or teams to complete one request.
• Different channels presenting inconsistent information, content, processes or service rules.
• Portals designed around systems rather than around end-to-end journeys.
• Manual handoffs between front-office and back-office teams.
• Duplicated identity, profile, content or service information across channels.
• Fragmented collaboration and knowledge that makes it difficult for employees to work consistently.
• Limited visibility into where users experience friction, wait for service or require assisted support.
• Digital initiatives being launched independently without a shared architecture, channel or information model.
• Automation opportunities being identified without clear process ownership or governance.
• Data and reporting that exist across different systems without a common view of performance.
• Platforms that have been implemented but lack the operating model, support structure or continuous improvement needed to sustain them.

The result?

Instead of treating each issue as a separate technology project, Para helps connect them into a clearer picture of the organization, and a prioritized path forward.

What the work looks like

From experience strategy to executable enterprise change.

Para connects experience strategy with the architecture, information, process, data, governance and technology decisions required to make the target experience real.

Journey & Service Experience

Map priority customer, partner, employee and service journeys, identifying moments that matter, pain points, service expectations and desired business outcomes.

Digital Channels & CX Strategy

Define the role of portals, websites, mobile experiences and assisted-service channels, and how they should work together as one connected experience.

Content & Information Architecture

Structure content, navigation, taxonomy, metadata and ownership so people can find and use the right information at the right point in the journey.

Service Process & Handoffs

Review how requests move from digital entry points into business teams, approvals, case handling and completion.

Integration & Identity

Define the connections needed between digital channels, enterprise systems, identity, customer or partner information and supporting services.

Measurement & Improvement

Define experience and service measures that help teams understand usage, service quality, friction and priorities for continuous improvement.

People, Process, Data and Technology

A connected experience requires more than a well-designed interface.

Para uses four interconnected dimensions to understand how the organization actually delivers value.

People

Roles, responsibilities, customer and employee needs, service ownership, content ownership, collaboration and escalation.

Process

Journey steps, workflows, approvals, handoffs, case management, exception paths, service procedures and process ownership.

Data

Profiles, interaction data, content metadata, service status, performance measures, reporting requirements and the information required to maintain context.

Technology

Digital experience platforms, portals, collaboration tools, enterprise applications, APIs, integration, identity, workflow, automation and analytics.

How Para works

From business context to an executable change path.

Para's engagement model connects advisory with architecture, delivery and operations. Advisory is not a separate layer, as it defines the decisions that guide what gets built and how it is operated.

1. Discover the Journeys Identify priority audiences, journeys, business outcomes, current channels and known pain points.
2. Assess Channels & Operations Review portals, content, workflows, ownership, handoffs, data dependencies and supporting systems.
3. Define the Target Experience Set the target journey, channel roles, content model, service interactions, integration requirements and operating ownership.
4. Prioritize the Roadmap Sequence high-value journey improvements, platform changes, content work, process redesign, integration and measurement into practical releases.
5. Mobilize Delivery Carry the approved experience model into digital experience platforms, portals, enterprise services, integrations, automation and managed support.

A well-designed interface cannot compensate for unclear information, broken approvals or disconnected service workflows.

What you get

Practical outputs designed for decisions, prioritization and delivery.

Depending on the engagement, Para may produce:

• Current-state experience and channel assessment.
• Priority audience and journey maps.
• Pain-point and opportunity analysis.
• Capability and gap assessment.
• Current portal, channel and application landscape.
• Target experience and channel model.
• Content and information architecture.
• Enterprise and solution architecture views.
• Service process and handoff redesign.
• Integration and identity dependency mapping.
• Data and measurement requirements.
• KPI and experience measurement framework.
• Governance and ownership model.
• Prioritized transformation roadmap.
• Investment and release planning.
• Delivery-ready implementation workstreams.
• Operating and support readiness model.

Where it fits

Strategy only matters when it can be executed.

Para connects the target experience and operating model directly to the capabilities required to build and operate it. Depending on the need, delivery may include digital experience platforms, portals, Microsoft collaboration, custom applications, integrations, automation, analytics and ongoing application support. This keeps experience design tied to the processes and platforms that make the journey real.

Enterprise Services

• Microsoft 365 & SharePoint Portals, collaboration, workflows, migration, modernization, upgrades and support.
• Sitecore & Digital Experience Digital experience platforms, headless channels, content, personalization, integration and operations.
• Data, BI & Analytics Power BI, semantic models, reporting, analytics modernization and industry-specific data solutions.
• Power Platform & Automation Low-code applications, workflow, RPA, orchestration and automation governance.
• Custom Apps & APIs Modern applications, portals, APIs, integration services and enterprise user experiences.
• Cloud & Integration Hybrid deployment, integration patterns, application modernization and platform services.
• IBM Mainframe Services Mainframe environments, workload analysis, batch and performance optimization, modernization readiness and integration.
• Managed Application Support Application support, SLA management, health checks, releases, operational analytics and continuous improvement.

These capabilities connect directly to Para's advisory model rather than operating as isolated technical offerings.

Solutions

Para combines industry knowledge, enterprise platforms and reusable assets to address specific business outcomes.

Relevant solution areas include:

• Digital Channels & CX
• Customer Service
• B2B Collaboration
• Employee & HCM
• Field Service & Workforce
• Learning & Talent
• Governance, Risk & Policy
• Digital Banking & FinTech

Products & Platforms

Where appropriate, Para can accelerate delivery through reusable products, platforms and assets.

• KhedmetCom Field service and workforce execution supporting demand, scheduling, assignment, tracking and visibility.
• TecTaria Learning and talent capabilities supporting assessments, learning paths, question banks and workforce development.
• Policy & GRC Capabilities covering policy lifecycle, risk and controls, findings, approvals, evidence and case management.
• Banking Analytics Accelerator Governed banking models, KPI structures and Power BI patterns supporting financial, corporate and retail analytics.
• Digital Accelerators Reusable software frameworks, form generation, UI components and integration assets that shorten delivery.
• Enterprise Apps & Marketplace Packaged enterprise utilities, HR modules, Microsoft 365 applications and Power BI components.

Managed Services

From go-live and transition through day-to-day operations, Para can support:

• Application Support Incident resolution, application health, troubleshooting and ongoing technical support.
• Service Management & SLA Defined service levels, governance, service monitoring and performance management.
• Operational Analytics Visibility into application and service performance, trends, demand and areas for improvement.
• Release & Change Management Coordinated releases, enhancements and changes with minimal disruption to operations.
• Continuous Improvement Optimization, automation and incremental improvements based on operational insights and evolving business needs.

Onboard → Ramp → Operationalize → Expand

See how Para works for where this sits in an engagement.