Where Did It Go?
When your digital service changes, your customers don’t have to relearn it alone.
Enterprise pilot programme
The problem
People learn a familiar path through banking, telecom, health, utility and government apps. Then a redesign moves a button, renames a menu or replaces words with an icon. For older users, people with memory or cognitive difficulties and customers with low digital confidence, that change can break an otherwise reliable routine.
Where Did It Go? turns an interface redesign into simple guidance that says what moved, where it used to be, where it is now and how to complete a familiar task on the new interface.
Before launch
Your team supplies approved old and new release screens or build assets.
Private analysis
The platform produces candidate change guides with confidence gating and human review.
Customer-ready output
Publish large-text, web, support-centre and print-ready guides before confusion becomes call volume.
Designed for regulated and accessibility-sensitive services
- Banks, building societies and insurers
- Telecom and broadband providers
- Health services
- Utilities
- Government digital services
- Large consumer software platforms
What the platform produces
- Plain-language “Was / Now” interface guidance
- Task-specific step-by-step instructions
- Confidence thresholds and human-review queues
- Safety language for financial, medical and other high-consequence journeys
- Large-text and print-ready output
- Organisation branding and publishing controls
- Release/version audit trail
- Analytics to identify interface changes generating the most support demand
Start with a controlled pilot
Choose one upcoming digital release and 10–25 high-volume customer journeys. HORIZIN maps the old and new flows, generates candidate guidance, supports review and approval, and produces customer-ready outputs. Your team can then compare post-release support demand against its own normal baseline.
Where Did It Go? is currently offered as an enterprise pilot. Production deployment is scoped around the organisation’s security, privacy, accessibility and infrastructure requirements.