Map Every Touchpoint. Remove Every Barrier.
Your customers interact with your brand across dozens of channels before they convert. We map the complete journey, identify where prospects drop off, and redesign the experience to drive more revenue from the same traffic.
Our Journey Mapping Services
End-to-end customer experience strategy, from research through to implementation and measurement.
Journey Research & Discovery
We combine analytics data, customer interviews, and behavioural heatmaps to build an evidence-based picture of how real people move through your funnel.
Touchpoint Mapping
Visualise every interaction across web, social, email, phone, and in-person channels. Identify gaps, redundancies, and moments of truth that shape buying decisions.
Friction & Drop-off Analysis
Pinpoint exactly where prospects abandon the journey. We quantify the revenue impact of each friction point so you know where fixes deliver the biggest returns.
Persona Development
Build data-driven buyer personas tied to real journey segments. Understand motivations, objections, and decision criteria at each stage of the funnel.
Omnichannel Experience Design
Redesign the end-to-end experience so every channel works together. Consistent messaging, seamless handoffs, and personalised content at the right moment.
Measurement & Optimisation
Establish journey-level KPIs and dashboards. Track stage-to-stage conversion rates and continuously refine the experience based on real performance data.
Our Journey Mapping Process
A structured approach that turns customer insights into measurable business improvements.
Stakeholder & Data Discovery
Interview your team, review analytics, and gather customer feedback to understand the current state of the journey from both internal and external perspectives.
Journey Mapping Workshop
Collaborative workshop to map every touchpoint, channel, and emotion across the customer lifecycle. We visualise the as-is journey with your team.
Research & Validation
Validate the journey map with quantitative data, heatmaps, session recordings, and customer interviews. Identify the highest-impact friction points.
Future-State Design
Design the ideal customer journey with clear improvements at each stage. Prioritise changes by effort vs impact to deliver quick wins first.
Implementation & Iteration
Execute journey improvements across your digital channels. Measure results, run experiments, and refine the experience continuously.
Frequently Asked Questions
Everything you need to know about customer journey mapping and how it drives growth.