Our approach to journey mapping is collaborative, iterative, and tailored to the unique needs and goals of each client.
We start by fully immersing ourselves in a client’s business, offering, and audiences by reviewing existing data, speaking with internal stakeholders, and talking to actual customers.
From there, we can accurately map out the existing customer journey while identifying touchpoints and pain points along the way. Once we have a firm understanding of that, we map out the end-to-end experience.
Once that’s done, we analyze the results to find opportunities to add in features, choices, design, and content elements that optimize flow and improve the user experience.