Customer Journey Mapping (CJM)
A successful customer journey mapping process captures the various stages of the customer experience with your company, and the emotional responses the experience generates. It also identifies potential gaps between what customers need, or expect from your business, and what you provide.
Strategic Customer Journey Maps
From Current to Future State
The true cost of a bad customer experience is hidden. Our Customer Journey Map (CJM) research services transform internal assumptions into an actionable blueprint for growth. We move beyond simple visualization to deliver a clear strategy, built on evidence, not opinions.
KLI’s Journey Maps Detail
Key Lime Interactive will build your journey maps with:
- Comparison between Personas and ways to ensure easy recognition of different sets of needs
- Emotional and behavioral insights associated with your customers’ frequent tasks or use cases
- Customer pleasure and pain; both self-reported and observed sentiment
- A prioritized list of opportunities ranked by KLI’s Opportunity Score
- KLI’s Inclusivity Index Scoring to identify research bias and set inclusivity goals
Already have comprehensive customer experience journey mapping, but need help with organization collaboration and gaining insights from your data? We can help.
Key Lime CJM Methodology
Discovery
- Gather data from existing sources
- Conduct Top-down Exec 1-1s / Stakeholder Interviews
- Understand what business metrics your client current uses (e.g. CSAT, NPS, Churn, etc.)
- Launch baseline quantitative survey (importance vs. current satisfaction)
Understand Current Journey
- Identify Most Impactful
- Journeys Conduct Journey Diagnostic
- Build lean versions of CJMs
- Conduct co-creation CJMs with customers
Create Future Journey Maps
- Root-cause analysis
- Build future CJM
- Create detailed action plans
- 30-minute sessions
Socialize & Operationalize
- Track outcomes
- Iterate Future Journey Maps
- Sustain-at-scale