Customer journey map

Beginner's guide to Using Customer Journey Mapping as a Problem-Solving Tool

In this three-part series, we deep dive into Customer Journey Maps - a super useful tool for understanding your customers' biggest problems and how to solve them. In today's article, you will learn the basics of what a Customer Journey Map is and how you can use it.

In Part 1 and Part 2 of this series on Customer Journey Mapping, we established the importance of Customer Journey Mapping to your business and the anatomy of high-performance Customer Journey Maps. Now, In Part 3, we will be highlighting the positive impact an integrated Customer Journey Mapping program can have on companies just like yours.

Never underestimate the power of good Customer Experience (CX) design. It's been transformational for many of our clients. These clients were precisely where you are now: looking up at the mountain of challenges and goals, and wondering how on earth they would overcome them. With our help, they committed themselves to the outcome they wanted, and now they're reaping the benefits.

What makes a customer experience great?

It's the feeling you get when each of the customer touchpoints works together perfectly to give you what you need, exactly when you need it - without any drama or hassle. A customer's experience is going to be dependent on how well a business can walk in the customer's shoes. The better a business can do this, the better customer needs and pain points are addressed.

That's the goal we help our clients achieve.

Customer experience design is a process that helps businesses understand their customers' needs and develop strategies to improve customer satisfaction. A key part of this process is customer journey mapping. As stated in our previous Customer Journey Map blogs, customer journey mapping allows you to transform qualitative research (survey customers, interviews, focus groups) into a visual representation that shows exactly how a customer interacts with your business now and what the average customer would want to be fixed.

Is it worth engaging a customer experience expert?

If you conduct a quick google search you could probably find a customer journey map template that would help you understand your customer's perspective on your existing customer experience strategy. What Proto Partners are really good at doing is helping you solve the problems. It is all well and good to conduct research but that information is useless unless you know how to use it to make your customer experiences even better.

That's why we treat a customer journey map as a step, not a result. We want to help you create a service blueprint that improves how customers interact with you across the different customer touchpoints.

Below are some customer journey mapping examples and the solutions that came of them.

Eliminating Frustrating Call Centre Interactions

The Problem

The Solution

The Benefits

Improving Customer Engagement

The Problem

The Solution

The Benefits

Upgrading The Onboarding Process

The Problem

The Solution

The Benefits

Empowering Staff Engagement

The Problem

The Solution

The Benefits

If you can relate to these situations within your own business, get in touch to get started before you lose more time.

Talk to a CX expert

Do you distinguish your customers, their needs and how you can best deliver them? Do you value relevant insights? Are they part of your CX strategy?

That all sounds pretty simple right?

Now think about how many different types of customers you have and how many touch-points they use to connect with you. Perhaps it’s not so simple after all.

Companies that excel as customer-centric organisations show 6 distinct characteristics. These characteristics provide a clear framework for you to base your actions on, and their implementation has clear benefits which we will reveal in our next blog.

In the meantime, if you have any questions about Customer Journey Map templates or would like to find out how you can get one for your organisation, email to receive more detailed information and pricing.

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