Take control of the experience you’re offering customers, with customer journey mapping. We’ll work with your entire organization and your customers to research, visualize, and connect every interaction and impression that customers have with you during the end to end experience lifecycle – online, in store, and on the phone.
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?
How we do it
Timing: 2 - 4 weeks
Through stakeholder interviews and collaborative workshops, we’ll capture your organization’s current knowledge about the customer experience.
We’ll connect with real customers through methods such as interviews, shadowing, mystery shopping, and other contextual and ethnographic research techniques.
We’ll analyze our research and turn it into actionable customer journeys that empower you to intentionally design and manage the customer experience.
Through customer experience mapping, we’ll captuere and visualize the various journeys that customers and customer segments take as they interact and onboard with you.
What you get
You’ll benefit from our deep research into your customers’ real 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 strategies and even shorter 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 roadmap of opportunities for continuous improvement, as well as opportunities to innovate in the customer experience.
Our Experience Thinking™ process 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.
Akendi is an Experience Thinking™ innovation firm in customer journey mapping consulting. We are customer journey mapping researchers for companies and organizations. Working in Toronto, Montreal and Ottawa, Canada.