Customer Journey Mapping

You are here Home > Services > Customer Journey Mapping

Understand Your Customers' Perspective

We work with businesses to identify core customer personas and map the stages of their individual journeys, to better understand the customers’ perspective and identify opportunities to better reach and engage customers in a meaningful way.

We have worked with businesses of all sizes across many industries to uncover insights about their customers’ behaviours, thoughts, feelings, influences and touchpoints. This enables businesses to be more strategic in how and where they spend their marketing budget, to deliver more tailored and relevant content, and to provide a superior customer experience.

Deep and Accurate Insights Into Experiences Between your Customers and Brand


Qualitative Insights	Greater Context	Moments that Matter	Shared Customer View
Understand the personal and emotional elements of the customer experience through qualitative insights.	Identify specific customer touchpoints and moments of interaction, within the broader context of the customer journey.	Uncover the important moments of truth that influence customer perceptions of and satisfaction with your brand.	Create a central, consistent, accurate, and shared view of the customer experience for your organisation.

A Complete Approach to Customer Understanding

We are flexible in our approach to Customer Journey Mapping and always consider first the volume and depth of insights already available, and your specific objectives and requirements for the project and its outcomes. We tailor our approach around your needs, to ensure you achieve a complete and accurate understanding of how your customer interact with your brand, the key factors and influences at each stage of their journey, and how and when your brand can provided further value and better engage customers at key moments of truth.

Data Collection and Collation

We begin by gathering any existing data and insights, including recorded data and qualitative data from your front-line staff. We identify where any gaps exist and can conduct further research to gather the required data. As part of this process, we like to ensure insights can be gleaned from both the company and the customers.

Data Analysis and Interpretation

We integrate and review all the data that has been collected. Our team applies leading data analysis techniques to provide conclusive insights, with accurate and reliable interpretations. The insights and interpretations are documented as they will be integral for informing the customer personas and journey maps.

Customer Profiling and Personas

We profile your key customer segments and create unique personas as a representation of the statistically most common characteristics among each segment. This provides a detailed profile that personifies each segment and makes them more tangible and relatable for marketing and planning purposes.

Customer Journey Mapping

We map the entire journey for each persona, considering key insights at each stage including potential variations to the ideal path (i.e. when a customer hesitates before a decision). At each stage we identify moments where a critical decision has to be made, to understand how your brand can better engage customers in these moments.

Mapping the Ideal Future State

We use the insights and learnings that have been uncovered to create a new type of journey for the customers, identifying how your brand can create exciting and unique experiences for your customers. This process involves the examination of customer hopes and desires, rather than only their experiences.

Opportunity Identification

Armed with the current state and future state Customer Journey Maps, we can conduct a gap analysis and identify new opportunities to enhance the customer experience. This looks at solutions to address pain points and critical interactions within the current journey, and to improve the journey to be more aligned with the future state ideal.

We have worked with companies across various industries in Australia and around the world.

Have some questions about Customer Journey Mapping?

See our FAQs below, call our team on 1300 714 146, or complete the form at the bottom of the page.

What business problems does Customer Journey Mapping help solve?
Typical business problems that Customer Journey Mapping can help solve include:
- When revenue is declining due to known issues such as fewer sales, poor retention figures, competitive inroads, etc.
- When there known issues with customer satisfaction but no clear solution for how to fix them, such as a drop in NPS (Net Promoter Score), a drop in CSAT (Customer Satisfaction), or an increase in customer complaints.
- When there is a lack of a clear business case to support budget requests for marketing/sales or service initiatives.
How long does Customer Journey Mapping take?

The length of a Customer Journey Mapping project can vary depending on the depth of research needed and the number of customer segments that need to be addressed. However, it typically lasts between 1-3 months.
How much does Customer Journey Mapping cost?

The cost of Customer Journey Mapping varies depending on the scope and requirements. We can provide you with an estimate once we better understand your business and what you’re looking to achieve.
What are ‘micro moments’?

Micro-moments occur when people turn to a device, such as a smartphone, to find an answer, discover content, make a purchase, or perform an action. These are intent-rich moments during which preferences are formed and decisions are made.

We look at the micro-moments across a Customer Journey to identify how your business will be able to positively influence these critical moments.
Who do you engage during the Customer Journey Mapping process?

We always engage key stakeholders in your business, including the people driving the project internally and anyone who can provide insight from interactions with your customers (i.e. sales or customer service teams).

We often also engage customer groups in some way, when there is no readily available data to adequately provide first-hand customer insight.

Ready to see how we can help you better understand your customers?

Simply complete the form below and one of our consultants will be in touch with you soon to discuss your needs.

Collecting and interpreting insights to understand your customers and the moments that matter in their journey