Customer Journey Mapping

Customer Journey Mapping is a research-based methodology for guiding program development and decision making. It aims to achieve a deep understanding of your customers’ experience – from their point of view. Journey Mapping allows us to discover and diagram customers’ interactions across all ways they interact with your program or service: in person, through the web, over the phone, by mail, and more. Journey Mapping captures people’s emotional responses, their pain points, and the critical events that occur during a journey. As a diagram, it provides a shared understanding that helps program personnel create an action plan and plot the way forward to prioritize customer-facing activities, increase customer satisfaction and engagement, and improve program performance.

Our Journey Mapping process involves 5 stages: Data Collection, Mapping the Journey, Validating, Planning/Roadmapping, and Implementation. We do this through field research, collaborative workshopping, design thinking, iteration, and user centered design.

MetaMetrics couples proficiency in carrying out Customer Journey Mapping projects with deep subject matter expertise in our clients’ domains. We provide end-to-end support from research through change management.