Customer Journey Mapping

Mapping the customer journey

To be truly customer-centric, you need to understand every customer interaction from their perspective. You need to have a clear picture of the different moments and touchpoints where people connect with your organisation, so that you can pin-point where to focus investment – i.e. the key moments that will have the biggest influence on converting to purchase.

Through a customer journey map we can help you paint this picture by visualising the various touchpoints a customer might have with your brand, your products and services, and your people. The map outlines the journey (or sometimes multiple journeys) from prospect, to initial contact, through to ongoing relationship and possibly even the point of churn.


Along with mapping out the different stages, a customer journey map identifies the different barriers and pain points, information needs and motivations at each stage. It can help you to identify gaps between the actual customer journey and the ideal customer journey, to inform the development of a customer experience strategy.

Sometimes we map the customer experience alongside your internal operations and processes, to identify strengths and weaknesses. This helps to highlight the quick wins that will deliver positive outcomes for your business, as well the longer-term strategic initiatives required to reach the ideal state.

Importantly, the customer journey map needs to be visually impactful and easy to understand and apply by all relevant stakeholders. Our in-house designer can bring the final journey map to life in a user-friendly infographic that brings customer needs to the fore and acts as a powerful decision-making tool for your business.

To find out more about our customer journey mapping services, get in touch today.

Related services we offer include

Customer experience strategy

We can help you translate your customer journey map into a comprehensive customer experience strategy that provides a framework for the ideal customer experience, with a strategic roadmap for how to get there. Read more.

Market research

In addition to mapping the customer journey, we can assist with all your qualitative and quantitative research needs. Read more.


We can help you focus your marketing investment on certain target groups that will deliver the greatest return on investment. Read more.

Community & stakeholder consultation

We can help you to identify what matters to your stakeholders and how you can enhance stakeholder relationships and reputation. Read more.

Data analytics & strategy

We can help you transform your organisational or third-party data into a powerful decision making tool. Read more.

Value proposition design

We can help you develop or refine your value proposition in the market. Read more.

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Location Details


  Level 1, 91 Havelock Street,
West Perth WA 6005


  223 Liverpool Street,
Darlinghurst NSW 2010