See your business through your customers’ eyes.

It’s a visual story of every step a customer takes with you, from first hearing about you to staying loyal. It shows what they think, do and feel at each stage, so you can see exactly where things go wrong and where to improve.

Most projects take four to six weeks from kick-off to final action plan. That includes the data review, customer interviews, the workshop and time to turn it all into clear, shareable maps. We can work faster if you have a deadline.

Ideally a small mix of people who shape or see the customer experience, such as marketing, sales, customer service and someone who can make decisions. Five to eight people works well for the workshop. We’ll keep the time we need from everyone to a minimum.

Yes. Talking to real customers is what makes the map reliable. We usually interview six to ten customers, plus your frontline staff, and back it up with your analytics so the map reflects what really happens, not what we assume.

You get customer personas, current and future-state journey maps, a ranked log of pain points and opportunities, and a prioritised action plan with owners and measures. Everything comes in formats your team can share and use straight away.

The map gives you a clear to-do list, and we can help you work through it. Many clients follow on with Digital strategy to plan the bigger picture, or User research to go deeper on specific questions. From there it leads naturally into our Engage and Convert services, reaching the right people and turning more of them into customers.