How we'll improve your customer experience

How we'll map the customer journey. We will take a research-backed approach to uncover and map the current customer journey.

We will employ three research methods for the site experience audit:

Customer Interviews
Customer Survey
Analytics Deep Dive

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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

Deliverables

Kickoff Call - 1 Hour
Biweekly Status Call - 15 min x up to 6 calls as needed
Read out call - 2 hours
Executive Report, which will include:
Executive Summary (3-4 slides highlighting the key takeaways)
Customer Journey maps (1-3 depending on what we learn in the interviews/surveys)
Analytics Analysis with key opportunities and take aways
Customer interview & survey highlights

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