Get detailed journey mapping 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
The Results
More than a customer journey agency.
Frequently Asked Questions
What is the best way to gather insights for customer experience journey mapping?
We conduct in-depth interviews, and workshops with customers, employees, and other stakeholders. We can gather these insights virtually or in-person depending on the needs of the project.
Why is it important to hire a customer journey agency?
There is value in having an outside perspective of the customer journey, because we are able to bring knowledge from other industries, regions and projects. Third-parties help eliminate bias in the research and draw out true opinions of staff and customers.
How does your approach to journey mapping differ from others?
Our approach focuses on a human-centered perspective, using empathy to uncover authentic insights and the emotional experience. We involve customers and employees directly in the process, ensuring the journey map reflects real experiences, not assumptions.
What makes a journey map effective?
An effective map design is clear, visually engaging, and prioritizes actionable insights. It should highlight key pain points and opportunities in a way that drives meaningful change.
How long does the journey mapping process take?
The timeline varies depending on the scope of the project. However, through focused customer journey workshops and structured analysis, meaningful insights can often be gathered within about a month depending on recruitment.
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