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Customer journey workshop

Mapping your customer’s experiences and emotions at each stage of interacting with your product provides insights into needs, perceptions and pain points that we leverage to improve your product.

Connect the dots

How do your users interact with all of the products, services, or processes you offer? Each seemingly separate element can be a touchpoint in many different user journeys, thereby significantly impacting the customer experience.

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Across all channels

To improve your offering, you need a customer journey map to connect the touchpoints between your users and your organisation across all channels. Such a map is a visualisation of the experience of a persona with a product over time, covering emotions, motivation, interactions and barriers experienced throughout the journey – and the factors that influence the experience.

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Focus and alignment

A customer journey map helps identify connections between people, products and processes. In turn, this provides insights into bottlenecks and opportunities for better results – such as a higher ROI or improved efficiency – which helps teams focus and align.

Activities

Map out what you know about all your channels
Cluster and layer to define what goes in which level, from micro to macro
Identify gaps and assumptions
Identify bottlenecks and opportunities
Create an actionable plan to fill gaps and verify assumptions, and a preliminary plan to address bottlenecks and opportunities
Choose a tool for customer journey mapping, and decide on governance and implementation.

Learn all about the why, how and what of a customer journey map in our UX Playbook, or book our masterclass journey mapping if you need more help.

Or check out how we helped Marktplaats turn insights into actions through journey mapping for some inspiration.

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Fragmented and outdated user journey maps.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.

Having Hike One as a strategic design partner has helped us to stay focused on our mission by providing the right value for all of our users that love to trade on our platforms.

Jeroen Vos, Design Manager 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.