In this session took a look at how real people use the internet, be it directly or through a connected device and how task performance and engagement levels are directly connected to the quality of the information made available. We explores ways to personalize content delivery and increase utilization and relevance of services provided, and how to engage and support users in their journey through an experience, while attending to the specific details of a business or service proposition. We also went under the hood to understand how to structure content to make it adaptive, how to organize it to make it findable, what the specific challenges and opportunities of the mobile space are and how to create outstanding experiences that integrate seamlessly in a true cross-channel strategy.