Customer Experience Mapping
Visualise the end-to-end customer journey across all key touchpoints, channels, and systems. This mapping helps identify pain points, inconsistencies, and opportunities for improvement. It supports cross-team alignment by showing how individual products or services fit into the broader user experience.
When to Employ This Service
Use when aligning multiple teams or touchpoints around a shared understanding of the end-to-end customer journey, pain points, and opportunities.
Outcomes & Benefits
End-to-end experience maps highlight the real user journey — across channels, emotions, and moments. They create a shared picture to align teams.
Clear visibility into user pain points and needs
Stronger alignment across teams and silos
Better prioritisation of journey-wide improvements
Foundation for omnichannel service design
Approach
I map end-to-end experiences across channels and moments. This helps teams see beyond screens and spot the emotional highs, lows, and gaps that matter most.
Discovery: Collect existing journey evidence from research and data
Co-Creation: Engage stakeholders or users to validate flow
Mapping: Build service blueprints, experience maps, or emotion overlays
Application: Use outputs to prioritise improvements and align teams
Typical Deliverables
Discover
Cross-channel journey evidence collection
Touchpoint inventories
Define
Service blueprints or experience maps
Emotional overlay diagrams
Design
Friction point annotations
High-level opportunity overlays