Customer Journey Mapping

FUZERS > Offer > Customer Journey Mapping

What is a Customer Journey Map?

A Customer Journey Map is a visual representation of all steps that a person has to take in order to use a given service as well as experience connected with it.

A starting point for improving customer experience

It allows presenting how one interacts with a brand on all stages, provides information on communication channels as well as emotions that users have during internal and external processes within the organization. It is the basis and a starting point for working on Customer Experience which can include hotel guest experience, passenger experience or employee experience.

Why is it worth it to create customer journey maps?

The shopping path would be simple in a perfect world: see it, buy it, use it and repeat, and it would make the experience very positive. In reality, it may happen that the shopping process is a true journey that has its ups and downs, turning points, stops and moments of hesitation.

Developing a customer journey map is a great idea if you want to grasp how your service fits into your customers’ lifestyle, schedule, goals and aspirations. Thanks to it, you will know which parts of your relationship with them are great and which are not.

In addition, you get to know customers’ perspective and learn to look at your services through their eyes.

How does it come to life?

02. Analysis

Afterwards, all collected data is analyzed by our team. It allows us to create a visual representation of customers’ journey with your service step-by-step. Such map represents e.g. pain as well as delight points indicated by the user in a given process.

01. Research

During this stage, we gather information from users regarding their experience with your service in various channels and points of contact owing to qualitative marketing research.

It is worth to implement the mapping process if…

You want something more

You have a well prospecting service and simply look for areas that can bring additional values for customers.

The satisfaction index is too low

When customer satisfaction index tends to go down or is lower than your competitors.

Clients resign from your service

You notice that the number of clients that resign from your services is going up.

You want to understand

You wish to learn overall how customers’ experience looks like from their perspective.

You have a varying satisfaction index

You notice a group of customers whose satisfaction index is very much different from others.

You want to have a do-over

You want to design a completely new process (e.g. requesting for a loan, customer service etc.)

What do customers say?

  • While working with FUZERS, you get an energy and knowledge bomb. Krzysztof Ożóg guided us through the design thinking process, described goals of each stage in a coherent way, and managed a cycle of meetings that lasted over 2 months.

    Łukasz Wiktor
    Head of Retail Products and Processes Department
  • „When can you say that a training brought you desired effects? For sure, when after 8 hours of intensive workshops, participants are on the edge of their seat and want more. They read more, discover “new” in themselves and their environment, they simply want to change. That’s what creative sessions with Piotr do. Professional and inspiring. ”

    Roksana Popowicz
    Product Manager, Societe Generale Poland
  • I invited Piotr to participate in workshops dedicated to designing experience of corporate clients during purchasing or opening banking products. Even though Piotr was time limited and had a lot of requirements regarding the scope of workshops and its results, he managed to do a great job. His preparation, professionalism and engagement was highly appreciated by participants. I do recommend his service and customer experience design skills.

    Klaudia Pilch
    Transformation Manager, ING Bank Śląski

Let’s create your customer’s journey maps

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