Understanding behaviour over time

Whether it's service users or customers that engage with your business, journey mapping helps you to visualise how these interactions will take place.

Working from personas, we help you to establish a predicted model of touchpoints and actions (online and offline), in the context of what we know about their motivations and behaviours. This journey map is then tested and refined through further user research.

Both personas and journey maps are the fundamental tools of people-centric strategy. The insights gained through these processes can be applied to service blueprinting, interface design, and communications planning, among many other areas.

User journey mapping

Persona or segment-specific interactions with a product or service over time. Collating multiple interactions and progression highlights user pain points and opportunities.

persona card
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Research
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Engagement
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Purchase
Actions & Thoughts
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Emotions
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Touchpoints

sign icon Billboard / Signage
search icon Online Search
print icon Print Media
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Opportunities

chat icon Thought Leadership
community icon Promote work in the relevant community
presence icon Company individuals can build online presence
social share icon Social media and PR activities directs users back to content on the site

Service mapping

An extension to journey maps, this combines external and internal perspectives on the delivery of a service. It is particularly useful when illustrating user interaction, organisational dependencies, and processes around the delivery of a service.

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Customer visits website

Frontstage actions

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Backstage actions

chat icon Responds to chat questions

Support Processes

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