Customer Experience Mapping

Gain actionable insights to improve the customer experience journey.

If your goal is to continually enhance the customer experience, a customer experience map is a very useful tool to identify opportunities and to isolate experience pain points. An experience map helps to visually identify and organize every interaction or touchpoint your customers have with your company, whether it’s an online, retail, or service experience. Akendi maps the customer experience journey from the first engagement through purchase and beyond, giving you actionable insights to skillfully manage the entire customer experience.

CLOSE THE GAPS

We help close the gaps between your customers’ expectations and their experience by isolating journey pain points and opportunities to better connect with customers, creating opportunities for you to excel.

OPTIMIZE INTERACTIONS

Through experience mapping, we make concrete process and design recommendations to optimize the current customer experience journey. This tool can also reveal insights to improve customer engagement across multiple channels.

where to start

We start by talking to stakeholders to capture your overall strategic objectives, vision and mission, channels, known touchpoints and challenges to understand your current customer experience strategy and who your customers are.

TIMING
The typical duration of Customer Experience Mapping is 3-5 weeks.

how we do it

We conduct indepth one-on-one interviews with customers to reveal insights about their customer experience.

We then analyze the results, plot the steps in the experience journey for each customer segments and finally create a visual representation of our findings, with clear outline of activities, value, emotional responses and goals.

While every customer experience map is different, one aspect isn’t – it is always created from the perspective of how your customer experiences each touchpoint and channel in your organisation.

Related
Work

what you get

Deliverables include a detailed customer experience map, which illustrates the entire customer experience lifecycle for various customer segments and channels with customer expectations, goals, and critical interaction points.

We identify and prioritize recommendations with the highest short-term impact and long-term reach. A customer experience map helps you to align touchpoints across all channels to provide a consistent experience everywhere and anywhere your customer interacts with you.

Use this detailed experience journey map to achieve increased customer satisfaction and retention.


Experience Thinking™

Our Experience Thinking™ process underpins every project we undertake, elevating the product development process by recognizing users and stakeholders as meaningful contributors to the design cycle. The result:
powerful insights and creative design solutions that meet real user and customer needs. Click to learn more >>

Process Icon
Process Icon
Process Icon
Process Icon
Process Icon
  • Strategy
    An innovative strategy successfully integrates the goals of business, customers and users.

    - enVisioning
    - Foresight
    - Product Strategies
  • Research
    Gain the insight you need so your product is successfully used and widely acclaimed by your target audience.
    - Ethnographic Research
    - User Personas & Scenarios
    - Experience Mapping
  • Design
    Design must also deliver an experience that's usable, useful and enjoyable.

    - Information Architecture
    - Wireframes & Interaction Design
    - Graphic Design
  • Testing
    A community of users who love it. Testing provides the feedback you need to make it happen.
    - User Experience Testing
    - Heuristic Assessments
    - Usability Testing
  • Construction
    We work shoulder-to-shoulder with your engineering team every step of the way.

    - UX Specifications
    - UX Styleguides & Standards
    - Front-end coding: HTML/CSS, CMS
dr. Leo Poll
Directeur
contact@akendi.nl

Begin de reis naar passende ervaringen! Onze gerichte aanpak is nog maar het begin.
Waar kunnen we U mee van dienst zijn?

dr. Leo Poll
Directeur
contact@akendi.nl

Portfolio

Hoe we passende ervaringen hebben ontworpen voor onze klanten.

Customer Personas

Watch the video
01:58

Wat onze klanten zeggen

“Dit is de soort informatie en inzichten die beter product ontworp ondersteund.”

Deelnemer,
Informatie Architectuur Onderzoek

Experience Architecten

Klik for alle diensten

Mobiele UX Ontwerp [pdf] Gebruikers Personas [pdf] Usability Testen [pdf]

Training

6 Feb, 2017 /
UX Training & Certification in London, registreer je nu!

Wie Wij Zijn

Ons multidisciplinair team van experts overbrugt vakkundig de kloof tussen uw product of service doelstellingen, ontwerp en technologie.

Akendi brengt strategie, onderzoek, ontwerp, testen en ontwikkeling expertise onder een dak.

Ons Proces

Onze Cultuur

Pauze!

Onze Vrijdagse lunch en veel samenwerken helpen de creativiteit!

Wie Wij Zijn

Ons multidisciplinair team van experts overbrugt vakkundig de kloof tussen uw product of service doelstellingen, ontwerp en technologie.

Akendi brengt strategie, onderzoek, ontwerp, testen en ontwikkeling expertise onder een dak.

Ons XT Proces

Onze Cultuur

"Opmerkelijke produkt en service ervaring ondersteunen eind gebruikers."

Snacktime!

Onze Vrijdagse lunch en veel samenwerken helpen de creativiteit!