Delivering exceptional user experiences is impossible without properly done customer journey mapping. Learn more about how your business can benefit from it.
Customer journey mapping is a comprehensive visualisation of the user's experience with a service based on qualitative research or direct feedback. It outlines various touchpoints a user encounters when interacting with your service. It helps to uncover potential areas for improvement and provides a foundation for innovative redesign of your digital products.
Check out what you can gain with customer journey mapping:
Improved efficiency
By understanding customers' steps throughout their journey, you can identify redundant steps, bottlenecks, or gaps in the process. Thanks to that, you can cut redundant costs and operate more efficiently.
Enhanced user experience
By mapping the customer journey, we identify pain points and opportunities for improvement, leading to an enhanced user experience. And a smoother journey equals satisfaction. That’s an easy one.
Informed decision-making
By combining qualitative and quantitative data, journey maps offer holistic insights into customer behaviour. With this straightforward data-driven approach, you can decide where to invest resources for maximum impact and where to let go.
Competitive advantage
With a deep understanding and catering to your customer's needs and pain points, you can offer a unique value proposition that sets your company apart. Far. Like, really. Make your competitors jealous.
At Flying Bisons, we understand that the customer journey is more than just a path; it's an experience filled with unique interactions, thoughts, and emotions.
We’ve developed our structured approach to customer journey mapping, ensuring that every touchpoint reflects your users' experience with your product or service.
Here's how we do it:
Our journey begins by structuring the key stages or phases of the customer journey. We carefully map these stages to mirror the sequence of customer or user interactions with your service. This structured alignment offers a clear, one-to-one reflection of the user's journey, ensuring no detail is overlooked.
We delve into the actions performed by the user or customer at each stage. Understanding these actions is crucial for identifying areas of improvement and innovation in the user's journey. Our team focuses on capturing every step, from the initial engagement to the final interaction.
We give a voice to your customers' thoughts. By verbalising what the customer might be thinking at each stage, we gain deeper insights into their decision-making process. This understanding helps us tailor services that resonate more profoundly with their needs and expectations.
Your user's emotional journey is pivotal. We outline the feelings and emotions experienced at every step, acknowledging that these are as important as the actions themselves. By getting into these emotions, we design experiences that are not only efficient but also emotionally satisfying.
After detailing these touchpoints, we connect them to create a visual model of the customer experience. This model serves as a guide for enhancing your service, ensuring a journey that is not only seamless but also deeply connected to your customer's needs and emotions.
“The only way to create meaningful value propositions and offers is to test them with your end customers, gather feedback, and iterate. It’s essential to define and understand all your customer segments before creating tailor-made value propositions for them.”
Klaudia Doerffer
HEAD OF RESEARCH, FLYING BISONS
[ Methods & Tools ]
Choosing the right user research methods is crucial to keeping your customers satisfied. We'll help you translate your deep understanding of market demand into products and services your users will love.
Desk Research
Ethnographic Field Research
Quantitative Research
Trends Analysis
Personas
Tree Testing
Concept Testing
Hypothesis Validation
UX Audit
Competitor Analysis
Benchmarking
Stakeholder Interviews
Focus Groups
Market Analysis
Product Surveys
UX Audit and Heuristic Evaluation
[ Clients ]
“We’ll keep them hiring for every project in the future.”
Kornel Kulisiewicz
Business development director, PWC
“Our customer acquisition cost went down by about 50%. Our sales skyrocketed.”
David Winter
Co-FOUNDER, MUSCAT
“We were surprised how quickly they delivered everything we asked for.”
Bernard Golko
Chief Digital officer, onnibus
[ Process ]
[ work with us ]
Klaudia Doerffer
Head of RESEARCH
Prefer e-mail? [email protected]
Prefer e-mail? [email protected]
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