Product Design/Customer Journey Mapping

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.

Improve ROI

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.

Persona development

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

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

Opportunity identification

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.

Partner with us

We’d love to learn more about your digital project and see how we can help you

Contact Adrenalin