Transform Your Experience.

Discover the journey

WhyHowWhatGet Mapping
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Why Work With Bodine & Co.

We’re masters of the customer journey. Through our journey transformation programs, we bring that expertise into your organization to help you diagnose, analyze, and rethink your customer experience.

We deliver deep insights about your customers, help you look at your organization in new ways, and activate your employees to make more customer-centric decisions.

Adopt a New Mindset

Our journey mapping programs aren’t just about creating maps. We help you understand your customers in new, productive ways — and use that knowledge to shift how everyone in the organization does their job. You’ll learn how the journey framework is central to customer experience design, ongoing CX management, and business outcome achievement.

Change Your Organization

Right away, journey mapping cuts across silos to help your employees understand the real issues driving dissatisfaction and identify areas of opportunity for innovation and growth. Over time, journey management provides a framework for departments to evaluate, plan, and measure the success of customer experience initiatives.

Challenge Your Beliefs

Moments of truth will come when you realize what it’s really like for customers to do business with you — and how your organization inadvertently makes it harder for them to achieve their goals. Insights like these come quickly when we invite customers to share their experiences in a structured setting.

How We Work With You







Journey mapping starts when cross-functional employees try to imagine what the customer journey is like. You’ll leverage what you know and what you assume to build out a hypothetical journey of what your customers do, think, and feel as they try to accomplish a task or goal.


Through a variety of research methods specifically selected to answer your most pressing business questions, we validate — or, as we often find, invalidate — your assumptions about the customer experience.


We’ll synthesize all of the collected data to create visually compelling maps that tell your customers’ stories. In either case, you’ll have a complete set of actionable maps to share with your organization.

But our work doesn’t end with the maps…


With validated journey maps in hand, we’ll be able to quickly identify experience improvements that you can tackle straight away.

But not every customer issue has an easy fix. That’s why we work with you to identify all of the behind-the-scenes people, processes, and systems that support (or thwart) today’s experience.

This collaborative exercise will help you identify the root causes of your customer pain points — so that we can define systemic solutions and initiatives that prevent future customer issues.


The future awaits. We use the journey framework not only for looking back to diagnose, but for looking forward to identify future possibilities.

We’ll create a future-state vision for your customer experience that drives your desired business outcomes — and define the what’s required to support those re-envisioned journeys and drive value long into the future.

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Outcomes & Results

You’ll learn a lot during our journey mapping engagement: foundational concepts, new mindsets and methods, and facilitation skills to collaborate with colleagues and customers alike. But you’ll also get tangible deliverables that will add real value to strategic and operational planning — and build organizational support for a focus on customer experience.

Validated Journey Maps
You’ll receive a complete set of journey maps that have been validated by extensive customer research. These detailed visual representations of specific customer experiences show how your customers feel and highlight the touchpoints or interactions that are hurting your business. We'll create your maps in a tool that works for your business needs.
Customer Insights
The customer voice is a powerful advocate when selling journey mapping insights and outcomes internally. We’ll provide you with a complete package of photos, notes and other research artifacts that capture the details of our customer research and the resulting insights.
Research Materials
To help you build a foundation for future customer research, we’ll provide all of our customer recruiting and interview guides, slides and workbooks from our workshops, diary study planning documents, and survey instruments.
Experience Roadmap
Our engagements reveal a slew of insights, opportunities, and ideas — so many, in fact, that they won’t all fit on your journey maps. We consolidate these findings into a single report that can be easily referenced by your team and shared across your organization.
“Just with the improvements to one single journey, we’re targeting a 0.05% margin lift on our performance products — which translates to about $2 million.”

B2B Journey Transformation Client

“Bodine & Co.’s customer research was an early warning signal of a major shift in our industry.”

B2C Journey Transformation Client

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