Customer Journey Mapping Agency

Also known as Customer Experience Mapping or User Experience Mapping, Customer Journey Mapping is a strategic process used to gain a deeper understanding of customers' experiences and interactions with a product or service. It involves creating a visual representation or map of a customer's various touchpoints with a company throughout their entire journey, from awareness to post-purchase advocacy.

Customer journey mapping is a way of understanding your customers' needs, preferences, and pain points. This is incredibly important for business as it means you can identify gaps and opportunities to improve their experience, make decisions based on real insights, and improve customer satisfaction, retention and loyalty.

At Tortoise & Hare, we rarely build Customer Journey Maps in isolation. We're more often building them as part of a broader project or engagement, typically an 'Audits & Research' and 'Product Design and Development' project or engagement. Customer Journey Mapping services often form part of CX Audits, Service Design, Customer Experience Strategy Development, UX Audits, User Research, UX Design and User Testing.

To create a Customer Journey Map, we dive deep into the hearts and minds of your users. We identify touchpoints, explore all communication channels, analyse competitors, draw from qualitative and quantitative data, organise data and map out the customer's journey. We present our findings for validation and then use this feedback to improve the overall User Experience.

Customer Journey Mapping is a powerful way to enhance customer loyalty and drive sales. It enables senior executives to delve deeply into the customer's experience, identifying specific needs, preferences, and pain points. By leveraging these insights, your organisation can tailor experiences that resonate more personally with customers. Often, brands need a comprehensive understanding of their interactions with customers at every touchpoint; a customer journey map fills this gap, providing an essential framework to develop a robust customer experience strategy. This focused alignment leads to higher satisfaction, key to fostering retention and deepening loyalty.

Our approach to customer journey mapping begins by immersing ourselves in your brand and market to understand every stage of the customer's journey. We start with a discovery phase that dives into the customer's perspective, utilising in-depth interviews with key stakeholders to form a detailed customer journey map. This process helps us craft accurate customer personas and identify critical touchpoints and gaps in the experience. Our team meticulously organises data to reveal insights that inform strategies aimed at unlocking the full potential of your customer journey. The end result is an actionable, end-to-end journey map that drives results and delivers an engaging experience tailored to your organisation's goals.

We draw from various tools and technology, including CRM systems, Google Analytics, heat mapping technology, Voice of Customer (VOC) platforms, and survey tools.