Customer Journey Map
Understand your services from your customers perspective
The Customer Journey Map is one of the most useful tools to not only build the foundational understanding of the existing customer experiences but also architects the future state experiences.
Our journey maps are drawn using our own in-house developed stencils, and we are continuously improving
our tools and techniques.
Below are a few examples of journey maps we have developed.
The Charity Donor Experience Journey
This is the charity donation experience of a typical donor. It includes :
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An industry snapshot
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End-to-end customer journey
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Customer objectives and touchpoints
For the detailed insights article click here.
For a PDF version of this Journey map, click below:
The Uber Customer Experience Journey
This is the end-to-end experience of a typical Uber customer. It includes:
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Moments of truth
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Customer objectives
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Touch-point analysis
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Experience analysis
For the detailed insights article click here.
For a PDF version of this Journey map, click below:
Typical American Consumer Experience Journey
This is the journey map of a typical American consumer based on the data provided by McKinsey's research. It includes:
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Touchpoint analysis
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Emotional analysis
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Pain Point analysis
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Moment of Truth analysis (critical success factors)
For the detailed insights article click here.
For a PDF version of this Journey map, click below: