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Service Journey Mapping
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Service Journey Mapping

Get inside the service journeys your organization offers

Delivering a consistent service experience to customers can be a powerful differentiator. Service journey mapping makes it possible. We'll work with your entire organization and your customers to research, visualize, and connect every interaction and impression that people have as they use various channels to access your service – online, in person, telephone, physical environments, and email.

EXPERIENCES planned
  • What are all the experience points a customer has with our service experience?
  • Where do we improve audience's experience journeys?
  • How do our journeys connect within a service experience?
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HOW WE DO IT

  1. 1

    Through in-depth interviews and hands-on workshops, we'll capture your organization's current knowledge of the service experience you offer today.

  2. 2

    We'll connect with real customers through methods such as interviews, job shadowing, mystery shopping, and other contextual and ethnographic research.

  3. 3

    We'll analyze the research data and turn it into actionable outcomes that empower you to intentionally design and manage the service experience you deliver.

  4. 4

    Through service experience mapping, we'll visualize the critical service journeys that customers and users take as they interact with your service.

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WHAT YOU GET

You'll benefit from a real understanding of your service experience delivery. You'll get:

  • A service journey map - a powerful visualization that charts the various journeys, success paths, and connections between your service experience points and audiences.
  • An experience map that becomes an invaluable strategic document for the entire organization.
  • Clarity on gaps and disconnects that occur in the service experience delivery, with prioritized recommendations based on greatest short-term and long-term impact.
  • Opportunities for improvement, as well as opportunities to innovate in the service experience
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Our foundation
Experience thinking perspective

Experience Thinking underpins every project we undertake. It recognizes users and stakeholders as critical contributors to the design cycle. The result is powerful insights and intuitive design solutions that meet real users' and customers' needs.

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