Customer Journey Mapping

Customer journey mapping is a powerful method to visualize and discover the brand experience enjoyed by your customers, and to see how they engage with your products and services. Based on established personas, we use customer journey maps to break down customer experience in different stages – from discovering your brand, to being a first-time user, to becoming a repeat-customer. These maps help us spot pain points, feelings and moments of delight that customers undergo when when interacting with your brand and product.

Our experience designers use journey maps to understand how customers are targeted and through which touch points, how they respond and make decisions, what influences them. This method illuminates areas where your customers experience difficulties when buying your product, ordering services or interacting with your brand in general. We work with clients on customer journeys to refine marketing strategies, improve eCommerce applications to drive conversion, and to enhance branded digital experiences. Our customer experience consultants help devise bespoke touch point strategies, optimise and develop content strategy and messaging, as well as tweak existing online experiences. Additionally, we can digitise offline interactions that can be transferred to online ones. We customise journey maps to address specific needs and include aspects that are relevant for each case.