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Customer Experience
Customer Journey Mapping
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Customer Journey Mapping

Get inside and capture the real customer experience.

Branding and re-branding are big commitments. Many opinions and emotions can make it difficult to be certain about the best approach. Our brand concept testing provides rich stakeholder and customer based data on which project stakeholders can base their branding decisions.

EXPERIENCES planned
  • What opportunities will improve peoples' experience with us?
  • What are key onboarding journeys of our customer?
  • How can we become more intentional about the experience we offer?
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HOW WE DO IT

  1. 1

    Through stakeholder interviews and collaborative workshops, we'll capture your organization's current understanding of the customer experience.

  2. 2

    We'll connect with real customers through methods such as interviews, job shadowing, mystery shopping, and other contextual and ethnographic research techniques.

  3. 3

    We'll analyze our research and turn it into actionable customer journeys that empower you to intentionally design and manage the customer experience.

  4. 4

    Through customer journey mapping, well capture and visualize the various journeys that customers segments take as they interact and onboard with you.

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WHAT YOU GET

You will benefit from our deep research expertise to delve into your customers' actual experience. You’ll get:

  • A customer journey map - a powerful visualization that charts the various journeys, experience points, and connections between your organization and customer segments.
  • The map becomes an invaluable reference document for your entire organization, future customer experience strategies and even short term experience design decisions.
  • Clarity on gaps and disconnects that occur in the customer's experience, with prioritized recommendations based on greatest short-term and long-term business impact.
  • A robust roadmap with opportunities for continuous improvement, as well as opportunities to innovate in the customer experience.
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Our foundation
Experience thinking perspective

Experience Thinking underpins every project we undertake. It recognizes users and stakeholders as critical contributors to the design cycle. The result is powerful insights and intuitive design solutions that meet real users' and customers' needs.

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