Customer Journey Mapping & Service Design
Understand the customer experience & design the operations behind it.
Customer Experiences are shaped by every interaction with your business. Customer Journey mapping helps you to understand where your customers run into problems, such as disconnected services, unclear communications or the need to repeatedly enter the same information. By identifying improvement opportunities you can help to deliver better services and turn moments of frustration into moments of magic.
Our approach
By considering the customer journey first, a service can be designed around how the customer expects or needs it to work. Once the customer journey is clear then the operational design can follow.
Blueprint
Using this outside-in journey mapping, followed by inside-out operational design efficiency can be achieved on both sides, benefiting the customer and the business.
A journey map can be on a macro level across the whole customer journey, or on a micro level for a specific part of a service that is delivered.
What we explore
Through our journey mapping process we look at these key areas:
- Customer personas
- Timeline and customer stages
- Touchpoints and channels
- Emotions and expectations
- Processes, people and systems
- Opportunities, risks and insights
- Linked KPI's and metrics
What you get
Depending on the scope a journey mapping and service design session can deliver several different outputs:
- Visual Customer Journey Maps
- Process Flow Diagrams
- Service Blueprints
- Prioritized improvement opportunities
Who it is for
Journey mapping can be valuable for any size business, whether you are a small service company or an enterprise organisation.
Understanding what your customers really experience is the key to delivering better services.
Services offered
Customer Journey Workshop
£350
A workshop with your team to understand and map the existing customer experience
- Session
- 2-hours workshop 30 minute follow up
- Output
- A visual customer journey map and prioritised improvement opportunities presented during the follow up call
- Who is it for
- Small teams or focussed journeys
CX Design Workshop
From £750
A more detailed workshop to map the customer journey, find improvements and begin designing better services.
- Session
- Half-day workshop 1 hour follow up call
- Output
- A visual journey map, prioritised improvement opportunities, and feedback session to explore recommendations and next steps towards service design and process mapping
- Who is it for
- Higher level journeys or more complex services
CX Consulting
POA
A tailored approach to customer experience design
- Session options
- Workshops Interviews Customer research and feedback
- Output options
- Journey maps Process flow diagrams Service blueprints Service design and improvement programs
- Who is it for
- Teams with complex journeys, multiple services or process and system interfaces
LET'S GET STARTED
Customer journey & Service design
Leave your details and we'll get in touch to discuss how we can help with designing better customer experiences