Get detailed journey maps with insights you can act on.
Learn what it's like to interact with your brand, from the perspective of the people you serve.
Understand the experience and the people who are impacted.
How do people feel at each touchpoint with your brand? Where do they experience friction? Which moments in the journey are driving loyalty, and which moments drive people away?
The people who can best answer these questions are your customers. Our customer journey mapping workshops allow you to hear their true perspectives, straight from the source.
A human-centered approach to customer journey consulting.
It’s common to have our own ideas about how people think, act and feel. Frame these assumptions as hypotheses, and set them to the side.
Our approach to journey mapping is fueled by empathy. The people who understand an experience best are the people who have gone through it. By focusing on their perspective, we build journey maps that reflect authentic user journeys — not just assumptions about them.
OhioHealth
What our customer journey maps look like.
Many journey maps provide surface-level insights that are difficult to act on. Our maps organize customer journeys in an understandable way, with clear, yet eye-opening insights.
Map the journeys that matter.
Existing customers aren’t the only people who interact with your brand. We help you understand all of the experiences that shape brand perception.
Understanding leads to growth.
If you have big plans for your brand, journey mapping is a solid starting point. Organizations use our maps to achieve a range of goals.
Identify points of
friction
Improve consumer
satisfaction
Create internal
alignment
The Challenge
Our Approach
