Our Customer Journey beliefs
We have been working on customer journey design for over 10 years and know it inside-out. These are our key beliefs on how to make it count.
Involve real users
You can’t make a decent customer journey without talking to customers. It’s a customer journey, not a journey. Sounds so simple, but you would be surprised how many companies don’t do it.
Use the right scope
Customer journey design focuses on a simplification of reality. Make sure you use the right level of detail, fit for your goal. Master the skill of moving from high-level ecosystem, all the way down to the nitty-gritty details and back.
Test and measure
Make sure you have systems in place that measure the result of your efforts. Data tells you where to focus your efforts and simple tests will help you iterate to perfection. And numbers will help you to prove your effectiveness and build internal support.
Use a prioritisation tool
Resources are always scarce, so you better make sure you focus your efforts on where it matters most. Create a structured innovation rhythm, with the customer journey as its backbone.