Understand and optimize your customer journey.
A journey map is a visual representation of what your users do, think, and feel as their interact with your product in pursuit of their goals. Through expert customer journey research, we help our clients map out the entire user experience, pointing out places where things are working well and where things can be improved. We apply in-depth customer research to highlight areas to focus on when developing your product roadmap or considering opportunities to create new products or services from scratch. Overall, our journey mapping research ensures that your offering fits seamlessly into users’ current patterns and fills a real need in the marketplace.
Customer Journey Research - Analysis Workshop
We help answer questions like:
How do people currently use our product?
How does our customer journey differ by persona?
How does our product fit into users’ big-picture goals?
Where do users struggle when interacting with our company or product?
What key strengths in our customer journey can we build on?
What key user needs can we leverage for competitive advantage?
What can I expect from customer journey research?
We combine our research and design skills to understand your customers and map out their journeys in a concise yet memorable way that resonates with your internal teams.
In-Depth Research
Our journey maps are informed by those with the most experience – your users. We always ground this process in an understanding of their perspective.
Clear Illustration
Your final journey map(s) visualize different personas’ activities, illustrating their successes, pain points, and ideas for innovation.
Close Collaboration
We work with you throughout this process to make sure we’re meeting your business needs and invite you to the table as we conduct our analysis.
New Opportunities
Our work revolves around identifying areas for innovation - and you will come away with a greater understanding of where your product can go in the future.
We work with companies and brand you know, including:
- Centralis Client
FAQs about Customer Journey Research
How can a journey map help me?
Journey maps apply user research to help you visualize how customers use your product in pursuit of a larger goal. Our illustrations will center your internal teams around your users’ needs, which will highlight incremental improvements and spark innovation.
How long does customer journey research take?
From the initial kickoff to final delivery, the entire project will generally take around eight weeks. We are able to adjust this schedule to accommodate your business needs.
How do personas and journey maps work together?
Personas and journey maps combine to tell a story, where the personas are characters, and the journey map represents the plot. Together, these two representations illustrate your users’ motives and desires as they complete core processes.
When should I do journey mapping?
While they are always useful, the most opportune time to journey map is when you are looking to expand your product or serve a new audience segment. This allows you to fix any existing bugs and identify the best places to innovate.
More questions about customer journey research?
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Customer Journey Reseach in Action
Case Study: Movin’ Up
SIRVA, a leading corporate relocation services provider, sought to diversify their customer base by developing a direct-to-consumer full-service offering. Before launching this service, SIRVA needed to gain a deeper understanding of their individual users and the moving process as a whole.
Why Centralis
We have more than 20 years of experience and the numbers to prove it:
Centralis offers custom UX research, strategy, and design services to support every stage of your process.
- Sr. Digital Product Manager, Fortune 500 company