Customer Journey Mapping

Work with us to understand your users better than ever before. With customer journey mapping, healthcare and pharma organisations can visualise their entire digital experience from start to finish, uncovering how users interact across multiple touchpoints, analysing entries, pathways and engagement patterns.

We will create a data-driven foundation for prioritising digital improvements and optimising the user journey. Using our expertise, you will be able to streamline experiences, address pain points and guarantee each interaction is as straightforward as possible.

Customer Journey Mapping Website service image

Service details

Deliverables

A total visual overview of user experience, identifying entry points, touchpoints and frequent navigation paths. An analytics overlay that will highlight user painpoints, engagement trends and opportunities for optimisation.

Benefits

A deeper understanding of your user’s behaviour, with a clearer idea of their challenges and opportunities to improve engagement and satisfaction. By aligning your digital service with user needs and goals your digital product will be more usable, trustworthy and produce better business outcomes.

What is Customer Journey Mapping?

Customer journey mapping is the process of visualising the entire user experience from beginning to end, highlighting entry points, touchpoints and interactions with a digital service. By using this approach you can gain a more comprehensive understanding of user behaviour.

Customer journey mapping is a foundational step that not only establishes a clear baseline for strategy, but will also act as a guide for further experimentations and optimisation. Through this process, you can prioritise improvements, streamline journeys and create more effective user experiences.

The process of Customer Journey Mapping

1. Entry point analysis

We spend time analysing how users reach your site, focussing on the effectiveness of channels such as direct emails (using measurements like open rates, click-through rates, and conversions). This will help you better understand what drives people to your site and how the source of visit may influence user expectations when they arrive.

2. Identification of common user paths

We map the most frequent navigation paths to help you understand how users interact with your site as well and discover the most high value business journeys. By identifying and analysing the common user paths, we will provide you with a deeper understanding of what your users want, their objectives and where they find difficulties that generate bottlenecks and journey drop offs.

3. Using website analytics and user behaviour data

Analytical data overlays are mapped onto user journeys and touchpoints, giving you a detailed picture of how your users interact with your service at different stages. This includes analysing metrics such as time spent on specific pages, clicks, and engagement levels across touchpoints.

4. Identifying key insights and questions

Through the analysis of mapped user data, pain points, high engagement areas, drop offs, and experimentation opportunities are identified. This will drive the creation of hypotheses we can answer with further research to drive impactful optimisation activities that result in new features and improved user journeys.

How will Customer Journey Mapping help you?

Our customer journey mapping will help you gain a more detailed understanding of how users interact with your digital service, from their entry points to their behaviours and touchpoints throughout their journey.

It will allow you to optimise your user journeys and streamline digital experiences. Ultimately it ensures your digital offering aligns with the user needs and expectation, improving usability, fostering trust and driving stronger engagement.