Hi @Danny Verpoort Ill say prepare to do multiple layers of, and ideally 'speak to them' How would they rate their experience on getting what they need,? then break it down to: the time it takes, the effort required (as in far too many clicks and jumping from one place to another etc), the knowledge-know how required, the choice available.... also, what is not available that in their view, should be.

That's good insight! Those can also probably be translated to measurable results