Customer journey maps

Deliverables from customer journey maps

Almost all of our design projects involve creating customer journey maps as they're so integral to your customer experience strategy. Whether a customer is looking for inspiration from one of your digital assets or has a specific goal in mind, customer journey maps allow you to:

• Visualise the optimal paths your customers will travel through when interacting with your brand
• Place the most relevant content in the right places and ensure customers receive key business messages when they're most receptive to them
• Deliver the best interaction experience to your customers while ensuring that promotional content, digital sales and branding is prioritised to gain the most value for your business

Success stories

Our work consistently helps our clients meet and exceed their targets. Some of our success stories include:

• 36% increase in made-to-order online revenues for Laura Ashley
• 50% reduction in mobile homepage drop-offs for Macmillan Cancer Support
• 44% conversion improvement and a 168% uplift in leads for Propertywide
• 80% increase in hotel 'look-to-book' conversions for Thomson

Our methodology

1. We usually start by performing in-depth customer research across a range of different digital platforms.
2. Our consultants bring together the wealth of findings from the research, mind mapping and analysing the data.
3. We combine the needs, requirements and natural behaviours of your customers with business requirements to build a robust set of optimised customer journey maps.

The big picture

Customer journey maps act as a great guide for planning tactical digital marketing activities, as well as for implementing a customer experience strategy. Customer journey maps are also extremely useful in the user experience design phase to optimise the interaction on each of your platforms.

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