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Customer journey maturity scan

Embed a continuous, holistic, and user-centered approach to mapping the experience of your customers as they go through all of your organisation’s products, services and processes.

Continuous, holistic, and user-centered

You know the importance of mapping the complete customer journey, from micro to macro level. Visualising how they go through all of your organisation’s products, services and processes helps you find connections, identify bottlenecks as well as new opportunities, which helps teams focus and align. But how mature is your organisation when it comes to embedding customer journey management?

Activities

Review governance: management, coordination and support of teams, processes and technologies.
Review process: way of working.
Evaluate culture: mindset and skills.
Map out organisation: ownership and responsibilities.
Review measurement: tracking performance indicators and leveraging data.
Review tools: adoption and integration.

For some inspiration about journey mapping, check out how we helped Marktplaats turn insights into actions. Or refer to the CJM pro tips shared at one of our Beyond Design roundtables.

If you need to brush up on the why, how and what of a customer journey map, check out our UX Playbook. Or book our masterclass journey mapping.

Would you like a quote?

The right approach depends on where you are now and where you want to go. Leave your details, and we'll schedule a (remote) consultation to figure out what you need.

From absent to incidental

From incidental to structural

From structural to integral

Characteristics

User research is incidental and ad hoc.
Fragmented and outdated user journey maps.

Insights are not findable or accessible for every team.

No set of fixed methods.

Initiating fixed working methods.

Systematic.

The user journey becomes the starting point for the workflow.

Central storage of insights. Rights and access are managed.

Continuous user research, testing and implementation of improvements.

The same, interchangeable methods for collecting user data throughout the organization.

It is clear who can (and must) make the decisions.

Every product team - in all relevant chapters and departments - has the same way of working.

Hike One helpt

We start with a short audit.

We help you realize your first successes.

We give you the tools to work based on user data. We collect input from your target group.

Depending on where you are, Hike One can take responsibility while we take care of the implementation together.

We help with creating structure, defining roles and selecting the right tools.

We help to coach your (new) experts in-house.

We ensure that you can deliver consistently high quality with less effort.

Together we continuously map and manage the user journey, with responsibility increasingly shifting to your own team members.

We help you get the entire organization working based on user journeys.

We spread the gospel across all silos and we help coach the coaches.

If necessary, we help develop the business case and present it at C-level.

I had a blast working with Hike One. Professionally, but also on a personal level. They are very competent, enthusiastic, critical and sympathetic. I would recommend them to other colleagues and other companies. Many thanks!

Lotte Lummen, Project Manager SMB at Marktplaats

About Hike One

Hike One supports organizations in designing and improving their digital products. We mainly work for corporates, SMEs, and government agencies. In 2023, Hike One was named the best UX design agency in the Netherlands by Emerce 100 based on customer feedback. Hike One's clients include ASML, Heineken, Liberty Global, Municipality of Amsterdam, Marktplaats, Ministry of Economic Affairs, Philips, Rabobank, Rituals, and Signify.