Customer Journeys and User Experiences
Obtain a clear picture of the entire user journey
Customer journey mapping entails a complete mapping of all the interactions a user has with our client within a delimited area. By applying a broad spectrum of qualitative and quantitative methodologies, we analyze and visualize users' current behavior and the challenges they experience.
Identify and optimize key touchpoints
Based on this insight, we identify touchpoints on the journey that can be improved to strengthen the overall user experience. This includes initiatives that focus on optimizing existing digital services as well as new services and functionality. With a data-driven and validated view of the entire user journey as it is today as well as how it could be in the future, our clients can prioritize their efforts to secure maximum impact.
Focus on the ideas that work
The entire process of completing the user journey mapping and developing the improvement initiatives takes place in close collaboration with our clients. This secures engagement and organisational buy-in early on in the process. We test on an iterative basis to continuously align, validate and optimize ideas. This way, they avoid investing significant resources in developing ideas that look great on paper but create no value in reality.