Customer Journey Mapping

A half day workshop to creating
seamless experiences

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What is Journey Mapping?

Journey mapping is the process of outlining the end-to-end experience a customer has with a company and can help - 

Identify friction points in the customer experience

Improve customer satisfaction and retention

Align teams around the customer’s needs

Drive business growth by optimizing touchpoints

Customer Journey Mapping - 5 hours

Customer journey mapping is a powerful tool that allows your team to visualise how customers interact with your products, services, and brand across different touch-points.

Key steps

Create a detailed journey map, identify pain points, uncover opportunities for improvement, and enhance the overall customer experience.

1

Define Your Goals and Scope

👉 Example - A SaaS company might want to understand why customers abandon the onboarding process. Their goal would be to reduce drop-off rates and improve user activation.

2

Research and Gather Data

👉 Example - An e-commerce brand may analyze website analytics to identify where users drop off and complement this with customer interviews to understand frustrations.

3

Identify Customer Personas

👉 Example - A travel agency may have two key personas:

Budget Travelers – looking for low-cost options and deals
Luxury Travelers – focused on premium experiences and convenience

4

Outline Customer Touchpoints

👉 Example - A bank analyzing their mortgage application journey may list the following touchpoints:

- Seeing an ad about home loans
- Visiting the bank’s website for information
- Chatting with a representative
- Submitting an application
- Receiving approval or rejection

5

Map the Emotional Journey

👉 Example - A food delivery service may find that customers feel:

- Excited when ordering
- Frustrated when tracking information is unclear
- Happy when the food arrives on time

6

Identify Pain Points and Opportunities    

👉 Example - A telecom provider may notice high call center wait times, leading to customer frustration. 


7

Test, Refine, and Update the Map

👉 Example - A retail store may introduce a new loyalty program and track whether it reduces customer churn.


Want to conduct
customer journey mapping?

If you would like to discuss a journey mapping session - we’d love to talk!

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Uplift Ventures Ltd, Company number 16002919
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