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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. This is, however only a component of the Customer Journey and Insights service,  see details here.

 

We also provide customised training courses to upskill teams in Customer Journey Mapping techniques and tools. For more information click here

 

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 :

  • An industry snapshot

  • End-to-end customer journey

  • 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:

  • Moments of truth

  • Customer objectives

  • Touch-point analysis

  • 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:

  • Touchpoint analysis

  • Emotional analysis

  • Pain Point analysis

  • Moment of Truth analysis (critical success factors)

 

For the detailed insights article click here

For a PDF version of this Journey map, click below:

 
 
Customer Journey Mapping is our bread and butter.

 

Get in touch and let's work together on your customer-centric transformation.