Customer Experience Customer Journey Mapping
Customer Journey Mapping
Get inside your real customers’ experience.
Take control of the experience you’re offering customers, with customer journey mapping. We’ll work with your entire organization and your customers to research, visualize, and connect every interaction and impression that customers have with you during the end to end experience lifecycle – online, in store, and on the phone.
Experiences planned
- What opportunities will improve peoples’ experience with us?
- What are key onboarding journeys of our customer?
- How can we become more intentional about the experience we offer?
Ready for a free consultation?
+1 866.585.1660 (CAN)
+44 (0)1223 853907 (UK)
contact@akendi.com
What you get
- A customer journey map – a powerful visualization that charts the various journeys, experience points, and connections between your organization and customer segments.
- The map becomes an invaluable reference document for your entire organization, future customer strategies and even shorter term experience design decisions.
- Clarity on gaps and disconnects that occur in the customer’s experience, with prioritized recommendations based on greatest short-term and long-term business impact.
- A roadmap of opportunities for continuous improvement, as well as opportunities to innovate in the customer experience.
How we do it
- Applying stakeholder interviews and collaborative workshops, we’ll capture your organization’s current knowledge about the customer experience.
- We’ll connect with real customers through methods such as interviews, shadowing, mystery shopping, and other contextual and ethnographic research techniques.
- We’ll analyze our research and turn it into actionable customer journeys that empower you to intentionally design and manage the customer experience.
- Through customer experience mapping, we’ll captuere and visualize the various journeys that customers and customer segments take as they interact and onboard with you.
What you get
You’ll benefit from our deep research into your customers’ real experience. You’ll get:
You’ll benefit from our deep research into your customers’ real experience. You’ll get:
- A customer journey map – a powerful visualization that charts the various journeys, experience points, and connections between your organization and customer segments.
- The map becomes an invaluable reference document for your entire organization, future customer strategies and even shorter term experience design decisions.
- Clarity on gaps and disconnects that occur in the customer’s experience, with prioritized recommendations based on greatest short-term and long-term business impact.
- A roadmap of opportunities for continuous improvement, as well as opportunities to innovate in the customer experience.
Explore more experience research
JourneyMapping
IntranetPersonas
ServicePrototyping
CustomerPersonas
Clients we've helped with Experience Strategy
BT
EE
Gamma
Ooredoo
Saudi Telecom
Telecom Italia Group
HealthcareAstraZeneca
Careworks
GSK
MyMeds&Me
NHS
Roche
Siemens
Finance & InsuranceAviva
Lending Stream
Nester
nGage
Royal Bank of Scotland
Riyad Bank
Government & Public ServiceDwr Cymru Welsh Water
HMRC
NHS
The Cabinet Office
EducationMacMillan
Pearson College
St. Mary's University
University of Leicester
Intentional Experiences
Akendi is an Experience Thinking innovation firm for user
experiences. We are a UX design, CX design, and user research
consulting company. Based in London, Cambridge, United Kingdom
