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We’re masters of the customer journey. Through our journey mapping development programs, we bring that expertise into your organization to help you diagnose, analyze, and rethink your customer experience.
We’ll guide you through a well-honed process that gets you deep insights fast and cost effectively, all while teaching you the skills to develop a journey-centered practice within your organization.
Journey mapping starts when you and members of your organization try to imagine — in specific, sequential steps — 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, what they receive from your organization, and who they interact with to complete a specific task or goal.
We validate — or, as we often find, invalidate — your assumptions about the customer experience in several ways.
We’ll synthesize all of the collected data to create visually compelling maps that tell your customers’ stories.
Or, if you’re looking to develop this skill within your organization, we’re happy to provide you with a solid starting point and then coach you through the journey map creation process.
In either case, you’ll have a complete set of maps to share with your organization. But remember, your work doesn’t end with the maps…
Once you have validated journey maps, you’ll be able to 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. We call this the experience ecosystem.
This collaborative exercise will help you identify the root causes of your customer pain points — so that you can define systemic solutions that prevent future customer issues.
The future awaits. Journey mapping is not only used to look back and to diagnose, but as a method to identify future possibilities.
We’ll guide you and your colleagues in creating a vision for the future state of your customer journeys. What should those journeys look like? And how will they impact your business?
We’ll also work with you to define the experience ecosystem that will be required to support those re-envisioned journeys and drive value long into the future.
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.
Director, Customer Experience