Service Design Journey Mapping
Journey Mapping
Get inside the service journeys your organization offers
Delivering a consistent service experience to customers can be a powerful differentiator. Service journey mapping makes it possible. We’ll work with your entire organization and your customers to research, visualize, and connect every interaction and impression that people have as they use various channels to access your service – online, in person, telephone, physical environments, and email.
experiences planned
- What are all the experience points a customer has with our service experience?
- Where do we improve peoples’ experience journeys?
- How do our journeys connect in a service experience?
Ready for a free consultation?
+1 416.855.3367 (CAN)
+44 (0)1223 853907 (UK)
contact@akendi.com
What you get
- A service journey map – a powerful visualization that charts the various journeys, paths, and connections between your service experience points and users.
- This type of experience map becomes an invaluable strategic document for the entire organization.
- Clarity on gaps and disconnects that occur in the service experience delivery, with prioritized recommendations based on greatest short-term and long-term impact.
- Opportunities for improvement, as well as opportunities to innovate in the service experience.
How we do it
- Through in-depth interviews and workshops, we’ll capture your organization’s internal knowledge about the service experience you offer today.
- We'll connect with real customers through methods such as interviews, job shadowing, mystery shopping, and other contextual and ethnographic research.
- We'll analyze the research and turn it into actionable methods that empower you to intentionally design and manage the service experience you deliver
- Through service experience mapping, we’ll visualize the various service journeys that customers and users take as they interact with your service.
What you get
You’ll benefit from a tangible understanding of your service experience delivery. You’ll get:
You’ll benefit from a tangible understanding of your service experience delivery. You’ll get:
- A service journey map – a powerful visualization that charts the various journeys, paths, and connections between your service experience points and users.
- This type of experience map becomes an invaluable strategic document for the entire organization.
- Clarity on gaps and disconnects that occur in the service experience delivery, with prioritized recommendations based on greatest short-term and long-term impact.
- Opportunities for improvement, as well as opportunities to innovate in the service experience.
Explore more experience strategy
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Clients we've helped with Experience Strategy
Telus
ARM
Rogers
Ooredoo
Finance & InsuranceInterac
RBC
CIBC
Aviva
Government & Public ServiceNatural Resources Canada
Library of Parliament
York Region
Atlantic Lottery Corporation
City of Edmonton
HealthcareHumanware
YMCA
XSensor
