Customer Journey Mapping
A Customer Journey map provides a powerful visual representation of the experiences and interactions a user takes when they engage with your brand and digital products. Customer Journey Maps help you uncover valuable insights into your customers' needs, preferences and any points of friction that exist within the user journey across different channels. Journeys will allow you to identify opportunities for improved engagement with your users by mapping-out the optimal functional flow through to goal-achievement.
Journey Mapping allows you to identify opportunities for improving customer experience, minimising roadblocks and tapping into unmet user needs. These all lead to improved ROI for your digital platform & product investments
Gain a competitive edge
By understanding the unique needs and preferences of different customer segments at various stages of their journey, you can identify where to optimise the experience to enhance overall customer satisfaction and loyalty, increasing market share.
Customer journey mapping services
Research and Data Collection
We will undertake an accelerated review of any relevant data, analytics and insights about your customers and look to undertake further research where needed to help shape our understanding of audience needs and opportunities for improved engagement. This includes customer feedback, surveys, in-depth-interviews, and analytics data from various touchpoints such as websites, social media, and customer support interactions.
Personas are archetypal users of a product or platform that represent the needs of larger groups of users in terms of their goals, behaviours and motivators.
Identify User Touchpoints
We will map out all the touchpoints where users interact with the brand, both online and offline. This could include website visits, social media interactions, email communications, physical stores, customer service calls.
Empathy mapping allows us to understand your customer's emotions, thoughts, and feelings at each touchpoint. This helps identify pain points and opportunities to create moments of delight in the customer journey.
Customer Goals and Objectives
We will identify the specific goals and objectives your customers are looking to achieve at each stage of their journey with your brand
Based on our analysis and data inputs, we will provide recommendations for future-state opportunities to reduce user friction and optimise the customer experience across each touchpoint, providing an improved, seamless and consistent user experience.