User journey mapping.
Get a complete and objective view of how users interact with you so you can understand how to make the experience even better.
Better experiences, happier users.
Every touchpoint is a chance to showcase your organisation’s unique brand and give users a reason to prefer you over everyone else. So when they’re out of alignment with each other or your overall strategy, your chances of winning people over and retaining them drops significantly. We help change that by looking at the journey users make from start to finish; the moment they discover who you are through to the messaging they receive from you after they’ve done whatever they needed to do.
Whether it’s a customer buying a product in one of your stores, someone clicking through from an online ad and making a purchase on your website, or even a supplier submitting an invoice for payment, we make sure that their experience is as easy as possible. Because easier journeys mean happier customers, and happier customers stay loyal to you.
Make things easier, for everyone.
We don’t just limit ourselves to looking at your customers’ journeys; we also look at journeys that other external and internal stakeholders go on when trying to complete a task. By looking at the journeys that all of your brand users go on, we can identify pain points internally which, when fixed, can improve the experience that your customers and other external users receive. This focus on internal journeys means increased employee engagement and satisfaction, a better reputation and improved brand equity in the long-term.
Looking at the journey is only one part of our work, though. We also take the time to consider how it fits in with your wider brand and strategy. This multi-layered view allows us to ensure that not only are your user journeys efficient, but that they’re also uniquely “you”.
Objectivity and practicality.
We look at things in a holistic and objective way. We’re not influenced by internal pressures and we’re able to take the perspective of the people who actually go on your journeys in an unbiased and open-minded way.
We always work with the people who are actually responsible for delivering the different aspects of a journey, so that they can understand exactly what we’re saying. Using easy-to-understand graphics and visuals, our guidance highlights exactly where things are working well, and where changes are needed. And because we recognise that resources aren’t endless, we’ll work with you to identify and prioritise the most urgent changes and recommendations, and help you to develop innovative and savvy ways to address them, as well as advice on how to monitor performance going forwards, so that you always get better returns in the long-run.