Customer Journey Types
Customer Experience
These high-level maps illustrate user behaviors and trends across multiple contexts, providing insights into broader patterns that influence the customer experience.
Service Blueprints
Expand customer journeys by adding internal processes, team roles, and operational workflows to ensure behind-the-scenes alignment.
Eco-Systems
A birds eye view illustrating how technologies, processes, and physical and digital touch-points, both internal and external.
Immersive Journey Design
Going beyond and creating immersive journey maps illustrating tactile prototypes for showcasing a user’s end-to-end experience. These physical maps provide a playful way to brainstorm future state experiences within a physical narrative where customers move through various stages, interacting with key touchpoints designed to elicit empathy and insight. Too much fun!
Frequently Asked Questions
We can map any customer or user journey, including onboarding, purchasing, service support, renewal, and post-purchase experiences. Our journey maps include experiences in both digital and physical environments to capture the full end-to-end user journey.
A typical journey mapping project takes 4-8 weeks, depending on the complexity and the scope of research required.
We collaborate closely with your team and require initial context, existing customer data (if available), and access to stakeholders for workshops and interviews.
Yes, we specialize in both B2C and B2B journey mapping. We tailor the process based on your audience, whether they are individual customers or business clients.
Journey mapping focuses on capturing the emotional experience, motivations, and pain points of users across different stages. User flows and process mapping focus more on technical or functional steps.
Yes, we offer follow-up services, including prototyping, design refinement, and implementation support.
We use industry-leading tools such as Miro, Mural, Figma, Adobe Suite and a whole other range of interactive tools to create detailed, interactive journey maps.