Our Simple and Seamless Process
We'll manage the end-to-end of the Customer Journey Mapping research. Our approach incudes three research analyses, a kickoff meeting, and a readout meeting.
Pre-Work | Kickoff
We will review key pages across the browsing and purchasing funnel
against a UX checklist.
We'll begin with a 1-hour kickoff. We'll meet your team and discuss what you know about your customer, what assumptions and questions you have about your customer, and review the research plan for the following research strategies.
Strategy 1 | Customer Interviews
We'll conduct interviews with customers and prospects to uncover their needs, wants, and pain points. We'll facilitate in-depth discussions about their current experiences and how they have become customers.
We'll get a deeper understanding of your target customers and their journey to becoming customers.
Timeline: 3-4 weeks
Strategy 2 | Customer Survey
We'll also conduct a survey of existing customers so we can quantify how frequent the needs, wants, and pain points were that we uncovered in the first strategy. We'll also use the survey to validate the information we learned in the qualitative interviews.
Timeline: 2-6 weeks (largely dependent on survey response time)
Strategy 2 | Analytics Deep Dive
We will conduct an analytics deep dive, so we can match the current behaviors on the site with the opportunities/gaps in the customer journey. We'll analyze different customer segments - such as new/returning, their channel (such as ads, email, organic), among other ways of dividing up the data to understand the customer journey.
Timeline: 1-2 weeks