What we do

Each practice area has a verb anchor: a single word that names what IM Digital does in that practice. The verb is the entry point. The practice area name is the category. The services are the proof.

On this page

Practice areas
Service taxonomy
Glossary

PlanCommerce Strategy
CreateExperience Design
BuildCommerce Engineering
GrowGrowth Marketing
MeasureData and Analytics
AugmentIntelligence SystemsAI-first

Service taxonomy

One taxonomy, six practice areas. Commerce Solutions and TotalCare sit across all six as permanent layers, one a product portfolio, one a delivery model.

Plan

Commerce Strategy

We help brands figure out what to build and why.

Before anything gets designed or built, we make sure it is worth building. Our Commerce Strategy practice brings the analytical rigor and market perspective to point your investment in the right direction from day one.

AdvisoryGuidance for the decisions that shape your commerce direction.
- Commerce roadmapping
- Problem framing workshops
- Strategic technical advisory
EvaluationDiagnostics that surface what is working, what is not, and what to prioritize.
- Platform evaluation and selection
- Technical planning and feasibility analysis
- Site health and UX audits
- Revenue optimization analysis
- Trend analysis and benchmarking

Glossary

Every service we offer, defined.

Commerce roadmapping: We map the decisions your commerce program needs to make over the next 12 to 24 months, aligning stakeholders on priorities, dependencies, and what success looks like before a single dollar is spent.
Problem framing workshops: We run structured workshops to define the real problem before committing to a solution. The most expensive mistakes in commerce happen when teams build the wrong thing with great precision.
Strategic technical advisory: We work alongside your leadership team as a senior technical voice, helping you evaluate vendors, work through architectural decisions, and set a direction your engineering team can execute with confidence.
Platform evaluation and selection: We assess your business requirements, scalability goals, and operational constraints to recommend the right commerce platform and tech stack. Whether the answer is Shopify Plus, Adobe Commerce, or a composable architecture, the recommendation is grounded in evidence, not preference.
Technical planning and feasibility analysis: Before engineering begins, we evaluate the technical viability of complex integrations and large-scale digital initiatives. We identify risk early so it does not become cost later.
Site health and UX audits: We analyze your commerce experience from the ground up, assessing technical performance, UX quality, and conversion barriers to surface what is working, what is not, and what to prioritize first.
Revenue optimization analysis: We dig into your site data, funnel performance, and customer behavior to identify where revenue is being left on the table and what specific changes will recover it.
Trend analysis and benchmarking: We evaluate your commerce program against the competitive landscape and emerging platform capabilities to make sure the direction you are heading is the right one for where the market is going.

Discovery: We establish the foundation every engagement needs before design begins. Objective definition, KPI alignment, stakeholder interviews, business and brand alignment, asset and content inventory, and challenge identification all happen here so the team has a clear, agreed mandate before a single decision is made.
Research: We turn observation and data into clear insight. Market research, qualitative and quantitative user research, experience analysis, persona and proto-persona definition, competitive research, heuristic analysis, and website data and performance analysis all run through this phase. The output is a sharp picture of what people need and where the current experience falls short.
Strategy: We translate research into a clear plan. Journey mapping, feature prioritization, roadmap generation, experience strategy, design governance, and design operations all live here. This is where insights stop being observations and start being direction.
Workshop ideation: We turn strategy into clear concepts through visual discovery sessions, stakeholder workshops, and structured concept sketching and ideation. Teams align on creative direction here, before production begins, so everyone is building toward the same vision.
Navigation and IA: We organize information so people can find what they need. Page taxonomy and structure, sitemap definition, navigation structure, content hierarchy, information hierarchy, and user flows all come out of this phase. People should always know where they are and how to get where they want to go.
Creative exploration: We establish the visual and creative direction for your commerce experience. Creative direction, content style, and photo and video direction are defined here, setting the aesthetic language and tone for everything that follows in production.
Design execution: We deliver the complete design system and every page-level experience. Design systems, POC designs, UX and UI design, interaction design, prototypes, responsive design, digital style guides, documentation, user testing, and visual QA all come out of this phase. What goes to development is complete, tested, and ready to build.

Platform migrations: We manage the full migration from your current commerce platform to a new one, preserving data integrity, maintaining SEO equity, and de-risking the cutover so the transition is invisible to your customers.
Shopify development (B2C and B2B): We design and build on Shopify across the full spectrum of commerce models, from standard storefronts to Shopify Plus enterprise builds and B2B implementations with custom pricing catalogs, quoting workflows, and account hierarchies.
Adobe Commerce (B2C and B2B): We design and build on Adobe Commerce for brands that require its depth of customization, supporting both B2C and B2B implementations with complex catalog management, pricing logic, and workflow requirements.
Headless and composable (B2C and B2B): We architect and build headless and composable commerce experiences for brands whose requirements go beyond what a traditional storefront can deliver, handling B2B logic including account hierarchies, custom catalogs, and approval workflows at the architecture level.
Native mobile (iOS and Android): We design and build native mobile applications for iOS and Android to the same standard as every other surface we touch, with commerce functionality, performance, and platform conventions built in from the start.
Systems integration (ERP, OMS, WMS, PIM): We connect your commerce platform to the systems your business runs on, including ERP, OMS, WMS, and PIM, so data flows reliably across your operation without manual intervention or brittle workarounds.
Cloud infrastructure and architecture: We design and manage the cloud infrastructure that commerce platforms and custom systems run on, building for the performance, reliability, and scale your business requires now and as it grows.
Data architecture and engineering: We design and build the data models, pipelines, and integrations that move information from source systems into the places your team can act on it. Analytics needs good data, and good data needs architecture.
Accessibility remediation (ADA and WCAG): We audit and remediate your commerce experience to meet ADA and WCAG compliance standards. For enterprise clients, accessibility is a legal requirement and a competitive differentiator, not an afterthought.
Performance optimization and QA: We identify and resolve the performance issues that slow down commerce experiences and cost conversions, and we test rigorously so what ships works the way it is supposed to every time.

SEO audit and ongoing optimization: We audit your current search performance and build the technical and content foundation required to rank for the terms your customers are actually searching. Ongoing optimization means the work compounds over time.
Conversion rate optimization: We analyze user journeys and site data to surface the specific friction points costing you conversions, then design and implement the changes that recover them.
A/B testing and experimentation: We design and run structured experiments across your commerce experience, turning hypotheses into validated decisions and validated decisions into compounding gains.
Marketing automation: We design and build the automated marketing workflows that keep your customers engaged across channels without requiring manual execution for every send, trigger, or campaign.
Loyalty program strategy and implementation: We design and implement loyalty programs that give your best customers a reason to stay, covering program structure, rewards logic, and the platform integration required to make them work at scale.
Lifecycle and retention strategy: We build the full lifecycle marketing strategy that turns first-time buyers into repeat customers, mapping the right message to the right moment across the entire customer relationship.
Omnichannel enablement: We align your online and offline commerce channels so customers get a consistent experience regardless of where they engage, and your team has a single, clear view of what is working across all of them.
Growth consulting: We work alongside your marketing and commerce leadership to identify opportunities for growth and build the roadmap to pursue them with confidence.

Analytics architecture and tracking strategy: We design the analytics infrastructure and event tracking framework your business decisions depend on, going well beyond standard setup to capture the specific customer behaviors that actually matter to your team.
Data visualization and dashboards: We build the dashboards and reporting interfaces that make your data accessible to the people who need to act on it, designed for clarity and built around your team's actual workflows.
Data analysis and BI reporting: Dashboards show you what happened. We tell you what it means. Our analysis and reporting practice delivers ongoing intelligence that translates data into decisions your team can act on.
Customer data management strategy: We define the architecture and governance model for how your organization collects, stores, and activates customer data, building the foundation that makes everything downstream more reliable and more useful.
CDP strategy and implementation: We design and implement a customer data platform strategy that unifies your data sources, enables precise segmentation, and powers the personalized experiences your customers expect.
CRM strategy and data integration: We audit, migrate, and organize your CRM data so your customer data foundation is clean, structured, and ready to support the systems you want to build on top of it.
Data warehouse strategy: We design the data warehouse architecture that consolidates your business data into a single, queryable source of truth your teams can rely on for reporting, analysis, and decision-making.
Data governance (GDPR and CCPA): We establish data quality standards, ownership structures, and the compliance frameworks that keep your customer data practices within GDPR and CCPA requirements. For enterprise clients, data liability is not an abstract risk.
Personalization strategy: We define the personalization framework for your commerce experience, identifying the right data signals, audience segments, and content variations that make interactions feel relevant rather than generic.

AI readiness assessment: We evaluate your current data architecture and operational maturity to determine what AI systems you can realistically build right now and what needs to be in place before you can build them well.
AI consulting and strategy: We work with your leadership team to identify where AI creates the most value in your commerce operation and build the roadmap to pursue it with the right tools, sequencing, and internal buy-in.
Workflow automation: We design and build AI-powered workflow automation that replaces repetitive, time-consuming processes with systems that run reliably and scale without adding headcount.
Personalization engines: We build the AI-powered personalization systems that surface the right product, content, or offer to each customer at the right moment, using real behavioral data rather than static rules.
Custom agents: We design and build AI agents that handle specific, high-value tasks within your commerce operation, from customer service and search to internal workflows and data processing.
Agent operating systems: We build the orchestration layer that manages how multiple AI agents work together, communicate, and hand off tasks, so your AI systems operate as a coordinated program rather than a collection of isolated tools.
AI governance and risk management: We build the policy infrastructure that responsible AI adoption requires, including risk frameworks, model accountability structures, compliance documentation, and the oversight processes that keep AI systems auditable and defensible.
AI adoption and change management: Deploying AI tools is the easy part. We build the internal programs that help your organization actually use them, covering operating model design, team training, and the accountability structures that make adoption stick across the business.
AI enablement: We design the enablement infrastructure your team needs to work effectively alongside AI systems, including workflow integration, documentation, and the ongoing support that turns capability into daily practice.

Service taxonomy

Plan

Create

Build

Grow

Measure

Augment

TotalCare

Commerce Solutions

Glossary

PlanCommerce Strategy

CreateExperience Design

BuildCommerce Engineering

GrowGrowth Marketing

MeasureData and Analytics

AugmentIntelligence Systems