Wait. What?
What's a customer journey map?
It helps you understand your audience's experience as they navigate through the twists and turns of interacting with your business.
By charting their path from the first time they hear about you to the moment they make a purchase (and beyond!), we can identify pain points, opportunities for improvement, and ways to make their journey more delightful.
But customer journey mapping isn't just about making things easier for your audience - it's also a valuable tool.
When you see your brand through your customers' eyes, you can gain insights into what makes them tick, what they value, and how you can better serve them.
Boost customer satisfaction, conversions, and ultimately grow your business.
It's like a treasure hunt...
but instead of gold, we're looking for ways to improve your customer's experience.
Here's how it works:
- You tell us what you’re hoping to find and fix, issues you’re hearing about from your audience, and gut feelings you’ve got about what’s going on.
- We'll analyze your website using tools like Google Tag Manager, Google Analytics, heatmaps, and screen recordings.
- We make the data accessible and actionable for you with our proprietary Data + Delight dossier where we’ll cover acquisition, journey, and recommendations for improving retention with website design and architecture updates.
And the best part? You get to decide if you want our team to implement the changes, or if you want to do it yourself.
Ready to get started?
Tweaks with impact.
Crafting an Experience
Lydia installed heatmapping, scrollmaps, and a slew of other data tools to our site before our redesign. She was able to see how customers found our site and then the actions they took. She discovered that most of our traffic was going to a page that didn't have a clear call to action, which meant many visitors left the site.
She also found places where visitors were doing something called "back button behavior" which I learned is when a visitor goes to a page, but doesn't find the answer they were looking for so they hit the back button. She showed us how to fix this and it increased conversions!
- Leah
Why Customer Journey Mapping?
THE SHORT ANSWER:
You can't effectively redesign a site without understanding how people are using the current one.
(At least, you can’t do more than give it a facelift.)
We need to find out where there are moments of friction, abandonment, and confusion so you can create a customer experience that converts lurkers into buyers.
By understanding how you acquire customers (not just from which platform) and then what those customers do on your site, we can help you create killer content, and restructure your site for more conversions.
What you give:
- An overview of your offer, audience, and brand so we can get a pulse on who is buying vs who you're talking to (and how they overlap).
- A quick breakdown of what you’re hoping to find, issues you’re hearing about from your audience, or gut feelings that you have.
- Access to your website, analytics, and permission for us to install heatmaps if you don’t already have them installed (we’ll also update your data policy to show that we’ve added this cookie!).
What you get:
A detailed report that shows acquisition, customer journey, and recommendations for design or architecture updates. The report is broken into three sections:
- The Data - what we discovered while looking through your analytics and website architecture;
- The Delight - how we think the website could be updated to create a more delightful website experience thanks to a revised customer journey; and
- The Action Plan - exactly which steps need to be taken and in which order to update your site.
P.S. This is the first step of a redesign with us. Book your redesign within 3 months, and get it credited to your total payment.
Customer Journey Mapping
Let's get started!