Customer Experience Journey Mapping

Rapidly map real world customer experience and build insights that drive business impact.

Why CX Journey Mapping?

Innovate on insights, not instincts. Our clients gain clarity and deep insights on building better digital products or services that connect at the most opportune points along a customer’s purchase path.

How it works

The process starts with understanding the current state, identifying the right challenges to solve and aligning on the ultimate goals for the business.  

We then define key customer personas, which embark on an experience journey that accounts for the user’s goals, interactions, feelings and pain points across all touchpoints with an organization. 

The workshop is kept to key client stakeholders that represent various business units and facilitators from the Thrillworks team. 

Whiteboard covered with colourful sticky notes, illustrating the process of understanding current state, defining customer personas, and aligning business goals in a collaborative workshop
Whiteboard covered with colourful sticky notes, illustrating the process of understanding current state, defining customer personas, and aligning business goals in a collaborative workshop
Whiteboard covered with colourful sticky notes, illustrating the process of understanding current state, defining customer personas, and aligning business goals in a collaborative workshop

The results

The map will surface deep insights, innovative ideas, and potential solutions while helping define a prioritized set of actions that ultimately help drive business impact. 

2 images, 1 with a hand pointing towards lo-fi mobile app prototype sketched on paper, illustrating the collaborative process of a design sprint. Other with 2 individuals collaborating, placing sticky notes on a glass window during a brainstorming session
2 images, 1 with a hand pointing towards lo-fi mobile app prototype sketched on paper, illustrating the collaborative process of a design sprint. Other with 2 individuals collaborating, placing sticky notes on a glass window during a brainstorming session
2 images, 1 with a hand pointing towards lo-fi mobile app prototype sketched on paper, illustrating the collaborative process of a design sprint. Other with 2 individuals collaborating, placing sticky notes on a glass window during a brainstorming session