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Customer Experience Mapping

Gain actionable insights to improve the customer experience journey.

If your goal is to continually enhance the customer experience, a customer experience map is a very useful tool to identify opportunities and to isolate experience pain points. An experience map helps to visually identify and organise every interaction or touchpoint your customers have with your company, whether it’s an online, retail, or service experience. Akendi maps the customer experience journey from the first engagement through purchase and beyond, giving you actionable insights to skillfully manage the entire customer experience.

CLOSE THE GAPS

We help close the gaps between your customers’ expectations and their experience by isolating journey pain points and opportunities to better connect with customers, creating opportunities for you to excel.

OPTIMIZE JOURNEYS

Through experience journey mapping, we make concrete process and design recommendations to optimize the current customer experience journey. This tool reveals deep insights to improve customer engagement across multiple channels.

where to start

We start by talking to stakeholders to capture your overall strategic objectives, vision and mission, channels, known touchpoints and challenges to understand your current customer experience strategy and who your customers are.

TIMING
The typical duration of Customer Experience Mapping is 3-5 weeks.

how we do it

We conduct in-depth one-on-one interviews with customers to reveal insights about their customer experience.

We then analyze the results, plot the steps in the experience journey for each customer segments and finally create a visual representation of our findings, with clear outline of activities, value, emotional responses and goals.

While every customer experience map is different, one aspect isn’t – it is always created from the perspective of how your customer experiences each touchpoint and channel in your organisation.

what you get

Deliverables include a detailed customer experience map, which illustrates the entire customer experience lifecycle for various customer segments and channels with customer expectations, goals, and critical interaction points.

We identify and prioritize recommendations with the highest short-term impact and long-term reach. A customer experience map helps you to align touchpoints across all channels to provide a consistent experience everywhere and anywhere your customer interacts with you.

Use this detailed experience journey map to achieve increased customer satisfaction and retention.


Experience Thinking™

Our Experience Thinking™ process underpins every project we undertake, elevating the product development process by recognizing users and stakeholders as meaningful contributors to the design cycle. The result:
powerful insights and creative design solutions that meet real user and customer needs. Click to learn more >>

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Process Icon
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  • Innovation
    Innovation explores big ideas and boils them down to enable exciting outcomes.

    - Opportunity Scouting
    - Experience Immersion
    - Concept Incubation
  • Strategy
    An innovative strategy successfully integrates the goals of business, customers and users.

    - Product Strategy
    - Customer Needs
    - User Needs
  • Research
    Gain the insight you need to design it right the first time.

    - Ethnographic Research
    - User Personas & Scenarios
    - Experience Mapping
  • Design
    More than aesthetics, design also looks at interaction, and use.

    - Information Architecture
    - Wireframes & Interaction Design
    - Graphic Design
  • Testing
    Testing provides the real feedback you need to make impactful changes.

    - User Experience Testing
    - Heuristic Assessments
    - Usability Testing
  • Construction
    We work shoulder-to-shoulder with your engineering team every step of the way.

    - UX Specifications
    - UX Styleguides & Standards
    - Front-end coding: HTML/CSS
Leo Poll
President Akendi UK

Start the journey to better experiences! Our experience thinking approach is just the beginning.
How can we help you?

Leo Poll
President Akendi UK
contact@akendi.co.uk

Our UX & SD Work

View how we’ve created Intentional Experiences.

Customer Personas

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What our clients are saying

“Great seminar on intentional UX design. Akendi really knows what they are talking about”

D. Walker,
Philips Research

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UX Training & Certification in London, register now!

Who we are

Our multidisciplinary team of experts skillfully bridges the gap between the goals of business, design and technology.

Akendi brings together innovation, strategy, research, design, and testingexpertise all under one roof.

Our XT Process

Our Culture

Snacktime!

Our Friday lunch and lots of snacks fuel all our hard work and creativity.

Who we are

Our multidisciplinary team of experts skillfully bridges the gap between the goals of business, design and technology.

Akendi brings together innovation, strategy, research, design, and testing expertise all under one roof.

Our XT Process

Our Culture

"Remarkable product and service experiences meet real human needs."

Snacktime!

Our Friday lunch and lots of snacks fuel all our hardwork and creativity.