Mapping is a powerful way to explore how the motivations, characteristics and behaviours of your users influence their decision-making process.
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.
Actions & Thoughts
Emotions
Touchpoints
Billboard / Signage
Online Search
Print Media
Online ArticleOpportunities
Thought Leadership
Promote work in the relevant community
Company individuals can build online presence
Social media and PR activities directs users back to content on the siteService 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.
Customer visits website
Frontstage actions
Support ChatBackstage actions
Responds to chat questionsSupport Processes
Analytics logs visitor