| Take the first step to transforming your customer experience with Livework Journey Mapping. |
Do you really know what types of customers you have and how they are interacting with your organization?
Understanding the experience offered is the key to generating value for customers and obtaining business results.
For more than 20 years we have been improving our Journey Mapping Service, allowing your organization to see the customer experience from a new perspective. Our tool aligns your strategies and operations with real customer needs.
We aim to help organisations achieve a holistic view of their customer’s experience to connect this view to operational and business metrics and information.
Some benefits of journey mapping are:
Some benefits of journey mapping are:
#1 Understand your business from the customer’s perspective
Find out how your customer experiences your service, identifying their real desires and the barriers they face.
#2 Promote a single and shared vision in your organisation
A journey map allows different areas to be aligned on the opportunities to be addressed and have visibility about how they are progressing.
#3 Reduce risk and increase potential of investiments
Add customer impact to your decisions by connecting business and operational metrics to experience metrics.
#4 Manage your customers’ journey
Implement a structure that promotes continuous improvement and defines goals and responsibilities for the customer experience.
At the end of our work,
you will have access to artefacts such as…
#1 Customer typology
Detailed segmentation of the different types of customers you serve based on behavioural criteria.
#2 Service architecture
The visualization of all services offered by your organisation based on needs met.
#3 Customer experience map
Complete visualisation of how your customers interact with your organisation, including needs, barriers, channels, touchpoints and experience KPIs.
#4 Opportunity map
Prioritised grouping of business opportunities based on mapping insights.
Want to know how it works? We’ll explain!
The Journey mapping and management takes place in the metrics block of our customer-centricity model.
We aim to understand people at different layers to find real business opportunities.
Imagine having a detailed map of your customer’s journey…
A map that adapts as you delve deeper into customers experience…
To understand our approach to visualising services, it’s interesting to draw an analogy with map applications such as Google Maps.
As we get closer to a location, new information, relevant to the zoom level, appears.
This ‘zoom in’ and ‘zoom out’ mechanism ensures that we only see the information we need at any given time.
A map that presents relevant information to different contexts…
We can apply customized filters, or lenses, to each level, which serve different purposes.
For services, this allows us to see how all the different journeys that clients are experiencing are being organised and managed, including the explanation about how services are being provided.
We also have the ideal solution for keeping your journeys useful and up-to-date, from mapping to managing the journeys of your customers or employees.
With our partnership with TheyDo, you’ll have access to a journey management tool that keeps your information updated and organised at all times.
The application has been built in levels of visualisation based on our service architecture model, which makes its configuration ideal for mappings carried out by Livework.
All the data stays safe with your company, and we offer full support to configure and continually update the platform.
Livework – improving services, one journey at a time.
I am a founding partner of Livework having set-up the company in 2001. My focus on keeping Livework at the forefront of service design practice and ensuring we continue to create value for our clients.