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Customer journey mapping can give you and your team incredible insights into customer problems, needs, and obstacles. It can also drive your every business, marketing, and UX decision.
If you are an online store product manager, founder, or designer, you probably asked yourself these questions:
• What thought process your customers have?
• What steps your customers take?
• What problem do customers stumble upon?
• When do customers stumble upon the issue?
• What else can you offer to your customers?
• What causes them to drop out of the purchase?
• Define touchpoints across a multichannel or omnichannel journey
Those are basic questions, but they are very hard to know without a customer-oriented approach and extensive research.
Without customer journey mapping, you and your team are risking releasing new designs without defining the main problems and actions your customers are facing. In that case, you will direct your online store toward results governed by assumptions and the team's most influential person.
To avoid such an outcome, you will need real data to test your and your boss's assumptions. Until then, all you can rely upon is a head-start over your competition until they catch up.
We can help by providing you and your team with independent data through extensive research. From that data, you will be able to make decisions based on research and facts.
If you think that you know your customers, you might be right. The question is, how deeply do you know your customers?
Without more profound knowledge of your customers, you will not have the data necessary to see if your goals and customer journey align. Lack of alignment can lead you to years of investing resources on a path that will not produce a successful store.
Journey mapping can also provide you with new opportunities to analyze and create a new target audience/persona. Having more precise insight allows you to grab the attention and possibly change your base customer group to a new audience.
With these benefits, you will be more oriented towards a customer-focused approach, which is much easier to implement on a large scale than conventional methods.
The customer journey will provide you with insights into how your eCommerce store performs from your customers' perspective. The customer journey will also enable you to develop new ideas from insights you will receive.
SuperSuper will present findings and data in simple and easy to understand visual representation.
The report covers the following:
• Steps of your customers through their journey
• Research and testing data collection
• Activity, Customer goals, touchpoints, experience, KPI, the business goal for different stages
• How to proceed with the customer journey in the future
You will also get a one-hour video conference (or in-person if you are in NYC) where we go over the audit findings to start a conversation with your team that lasts long after our engagement ends.
The pricing starts at $5,500 and depends on the complexity and number of platforms (e.g., desktop, mobile, tablet).
Having meetings around changes in the eCommerce store can stretch into several weeks. It will take you 2-3 weeks for minor changes, while for major ones, much longer.
The customer journey will take only three weeks to develop, and during its creation, your team can focus on performing other tasks. Once we complete the customer journey, your team will see all the changes they need to implement the customer journey immediately. You will be able to do twice as much while it takes you to fix minor issues.
You as a client, might be wondering the following:
• will customer journey fit into our production schedule?
• will the journey be actionable?
• will customer journey mapping improve conversions and experience?
• how long will it take to receive the final report?
• Will we have good communication with the agency?
Rest assured that we understand you and that the product will be ready at the agreed time, actionable, high-quality, and bespoke communication. We have 11 years of working experience with various sized companies through different stages.
We developed our skillset with you in mind. Our communication and deliverables are designed and presented so you can start implementing them immediately. There is no need to overburden your team with customer journey mapping.
SuperSuper Agency offers customer journey mapping service; send us an email if you need any help.
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