JourneyTrack And

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.

Building Customer Journey Maps Together

Presumptive, Current, or Future State CJMs

These are most effective when we bring stakeholders together to explore where the brand, product or service is today and what the vision of the future looks like.

Top-down executive interviews tell part of the story, empathy map workshops, and competitive analysis illustrate what your team thinks they know about the customer’s holistic experience.

Adding contextual inquiry sharpens all of our perspectives and allows us to come together and dream about the best experiences you can provide.

All of this combined results in a detailed customer journey map. This serves as a blueprint for the team to identify what’s next and how to take action.

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? Discover how our new JourneyTrack platform can help!

GET STARTED WITH CJMs

Key Lime CJM Methodology:

Here’s the proven 4-step process we will use to create successful digital customer journey mapping for your team:

1

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)

2

Understand Current Journey

Identify Most Impactful
Journeys Conduct Journey Diagnostic
Build lean versions of CJMs
Conduct co-creation CJMs with customers

3

Create Future Journey Maps

Root-cause analysis
Build future CJM
Create detailed action plans
30-minute sessions

4

Socialize & Operationalize

Track outcomes
Iterate Future Journey Maps
Sustain-at-scale

SPEAK TO AN EXPERT

Consumer Journey Maps Are Ripe for Disruption

It’s time for a better way for industries to approach journey maps that makes it make business sense. People should be inclined to jump at the opportunity to get a journey map done, instead of making excuses for why they didn’t. Here are 3 reasons why the industry is ripe for disruption:

No matter how you slice it, creating a journey map from scratch is resource-intensive.
Popular mediums limit a journey map’s impact inside an organization.
Journey maps are going to be the DEI (Diversity, Equity, and Inclusion) tool of the new decade.

Reimagine Journey Mapping with JourneyTrack™

Make Your Research Come Alive

Together with our top enterprise clients including Google, Amazon, Tracfone, Infoblox and others, KLI built JourneyTrack™, a new platform that takes CX Journey Mapping to a whole new level.

JourneyTrack™ reimagines how teams can all access collaborative customer journey visualizations, rank and prioritize critical optimization opportunities, ensure inclusive design, access supporting data in the insights hub, and benchmark customer happiness.

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