Map out the best possible digital experience for your customers.
Our mapping process:
Gain insights into customer wants + pain points
Identify + fix gaps in your customer journey
Prioritize features to increase customer growth + retention
“We understand our customers well enough to know what they want in a digital experience—don’t we?”
As a leader at an established, mid-market financial services firm, you want to create the best possible digital experience for your customers.
The problem is, you lack visibility into how your customers are currently experiencing your application or platform.
You need an outside expert UX evaluation to tell you what to fix and what not to fix about your user experience, right now.
Good user experience design:
- Builds trust between you and your users, especially when it comes to issues like security and accessibility.
- Is personalized for your customers, they feel like the product is “designed just for them” – increasing customer satisfaction and retention.
- Is seamless across the customer journey, powered by intuitive UX design and robust backend integrations Increases customer utilization of your product, which frees you to spend more time serving them and less time fielding support calls.
- Decreases on-boarding time for new users and provides delightful first interactions with your company.
- Helps you compete with confidence and grow.
- Is compliant and secure but doesn’t affect your user’s experience.
Find out, with a Customer Journey Map
Maybe you’ve never taken the time to map out, end to end, your customer’s journey through your financial services platform or application to see where the gaps are and what you should improve.
You need an expert to help you fix your customer journey now, so you can make better product decisions later.
Knowing how your customers experience your platform:
- Provides focus so you can choose how to better direct your innovation investments for maximum ROI.
- Ensures alignment between your internal teams and stakeholders, around a shared vision: to provide your customers with the best possible digital experience.
- Promotes customer centricity by amplifying the voice of the customer—your most important stakeholder.
- Provides user insight into your customers’ wants and pain points, helping you to immediately identify opportunities and close gaps.
- Prioritizes your roadmap, which can inform the design and development processes as well as promote a clear, optimistic picture of the future to rally the troops and increase productivity.
Name the top 5 things your customers love or hate about your platform’s user experience.
Can you support your answers with objective data?
What is included on a Customer Journey Map?
A Customer Journey Map outlines the process your customer goes through to acquire value from your company.
It lists the touch points, the steps along the way, at which your company delivers value, what is required of you in order to deliver that value, and the corresponding frustrations and delights your customers experience as they seek to achieve it.
Our customer journey mapping consultants start with a template based on established, industry-gold-standard frameworks like Blue Ocean Strategy®, and customize it to fit your unique needs, measuring such value-driving areas as:
- customer productivity,
- simplicity,
- convenience,
- risk,
- fun and image, and
- environmental friendliness.
Examples of customer experience levels we might measure while mapping the customer journey include level of effort, emotional state and/or negative emotions, and convenience.
Finally, as an optional add-on, we can provide “voice of the customer research” to validate our findings.
You don’t have to be an expert in design strategy to know how to improve your digital customer experience.
Whether you’re planning to build new software or rebuild or modernize your existing software, designing a good experience for your users is vital. Let our agency conduct a Customer Journey Mapping workshop, so you know exactly what to fix and what not to fix about your digital customer experience, right now.
Here’s how it works:
Meet for the workshop
We meet with your team for a focused 1/2-day mapping workshop to walk through your customer journey together.
Create the map
We combine your existing research, data, and insights with ours (think Blue Ocean Strategy) to build your customized Customer Journey Map, drawing out opportunities for innovation and identifying points of friction.
Gain valuable insights
We’ll present your Customer Journey Map. You’ll leave with a much better understanding of your customer’s journey through your digital experience map, as well as alignment around what to do next to improve it.