Customer Experience-Driven Journey Mapping

Overview

We work with your prime targets to understand the unique touchpoints customers go through during their customer experience. In contrast to the traditional Customer Journey Mapping Approach, which groups all customers together, we use our Experience Driven-Design© Method to segment customers. This approach allows us to understand the specific pain points and positives that each segment goes through so that we can uniquely tailor their experience by segment.

Methodology

We use quantitative and qualitative methodology to build an Customer Experience-Driven Journey Map. Using these insights, we are then able to refine the customer experience in secondary rounds of research.