Why our clients love the Customer Journey map.
The customer journey map provides a shared and holistic idea on how customers experience their service and its touchpoints. 1 customer journey is worth 1000 customer research reports.
- it helps break organisational silos, as it reveals that every department impacts the overall customer experience. You can run, but you can’t hide…
- it shows the impact of business decisions on the customer experience (“I told you the customer wouldn’t understand the new onboarding process!”)
Remote Customer Journey mapping.
There are all kinds of remote design services which are well suited to design meaningful services and help build better, more flexible organisations. Even remotely, we are running collaboration sessions to share and cluster customer insights which serve as the starting point for a customer journey map.
Check out our remote design services to find out more about how we work remotely.
When to use Customer Journey analysis.
So is customer journey analysis useful for all business issues? We boldly like to say yes. Just to be clear, some signs are not to be missed and are a direct hint to use customer journey design in your advantage:
- your business issue extends multiple departments.
- your product/service meets multiple needs.
- there’s exponential customer contact on a specific topic.
- former innovations have failed to be successful.
The Customer Journey mapping process.
Mapping a journey takes various ethnographic techniques. Most often we combine in-depth interviews with context mapping exercises and service safaris or observation of customers to end up with a holistic view of what customers do, say, think and feel about their experience with your service.
The customer journey map is a tool, not an end goal. A customer journey map by itself will bring you some value but the bigger gains are to be reached once you do something with it!
Our Customer Journey beliefs.