Services > UX Exploration
UX Exploration
Customer Journey Mapping
How inconsistent experiences disappoint users
When using a product or service today, there is often a long chain of different touchpoints: Advertisements, the website, customer service and, of course, the product itself. From the user’s point of view, however, these touchpoints are often unconnected and inconsistent. Expectations are often raised that cannot be met later, leading to confusion or frustration.
With customer journey mapping to better adherence to expectations and optimized touchpoints
The aim of customer journey mapping is to understand the actual user journey in detail in order to identify key moments, weak points and optimization potential. Based on these insights, we then take targeted measures with you to improve the fidelity of your journey. Our focus here is on the psychology of use during interaction at the individual touchpoints. We help you to understand the information needs and expectations with which users encounter a touchpoint, which options for action are relevant, which jumping-off points exist and with which new information needs and expectations users turn to the next step in the journey.
The main benefits at a glance
We create a holistic analysis of the customer journey and visualize the user's journey in a vivid way.
We identify key moments, weak points and optimization potential along the customer journey.
We give you actionable recommendations for improving the overall experience of a journey, improving conversion and customer loyalty.
We are also happy to differentiate the customer journeys for different personas and work out differences so that you can better personalize the customer experience.
Together with our colleagues from SKOPOS CONNECT, we offer to transfer the results of customer journey mapping into continuous CX monitoring.
Contact us
Florian Tress
Senior UX Researcher