This Is What We Do

We map and design customer journeys to help businesses understand their customer’s point of view and use that understanding to make small changes that can dramatically improve their business.

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Why? Well, this quote from Henry Ford, who founded the Ford Motor Co, inspired us: “If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from that person’s angle as well as from your own.”

Why journey mapping? – we use this method because it’s simple and it works. People learn in 3 different way – through words, pictures or by listening. We map all the different steps a customer could take through your business, creating a very clear picture, then we detail all the possible issues and our recommendations in words, and then we talk you through everything.

Here’s an example of a journey map we did for an SME who was selling to 1 out of every 4 leads but losing 80% of their customers every 2 years (the warning triangles are the issues we found):

current-journey

And here’s how we redesigned their customer journeys:

recommended-journey

Because the changes we made were small, the map doesn’t look much different – but look at the effect they had!

Here are our recommendations in words:

recommendations-in-words