Customer Journey
Mapping customer needs, pain points, and opportunities.
Overview
We bring your customers to life through stories and visuals that your teams can rally around. By mapping the journey together, we create a shared language that connects strategy to lived experience and inspires new ideas for change.
Do you know what it takes to deliver great CX?
What To Expect
Customer Journey Map
Most businesses struggle to see the customer experience as a whole. They focus on individual touchpoints but miss how customers actually move from awareness to loyalty. This service helps make the end-to-end journey visible.
Do you know which interactions matter most to your customers?
What is a customer journey map?
A one-page visual diagram that shows the key steps customers take to achieve their goals with your product or service.
How do we do it?
We listen closely during customer interviews to capture what people are thinking, doing, and feeling as they discover, evaluate, and use your offerings (and those of competitors). We then translate these insights into a clear, visual map of the end-to-end journey.
Experience Highlights & Gaps
Companies often know customers are frustrated, but they don’t know where or why. Without evidence, improvements feel like guesswork. This service pinpoints the exact highs and lows in the customer experience.
Can you spot the gaps that undermine the experience?
What are experience highlights & gaps?
An overlay on the journey map that pinpoints where customers experience delight—or frustration—at each stage.
How do we do it?
We synthesize customer interview data to surface recurring themes and strong sentiments. By capturing both the most common and the most passionate feedback, we shine a light on where experiences break down or excel.
Persona Details
Teams usually design for a “generic customer,” which leads to one-size-fits-all solutions. Personas bring clarity to the different needs, motivations, and decision factors across customer types.
Are you seeing the differences that drive behavior?
What are persona details?
Profiles of key customer archetypes—such as strategic buyers, distributors, influencers—or roles like procurement, R&D, and marketing.
How do we do it?
We highlight the differences in goals, pressures, motivations, and behaviors across personas, drawing from direct customer input and market understanding.
