Customer Journey Mapping

Rosi Rodrigues

Starting at

$

85

/hr

About this service

Summary

The Customer Journey Mapping evaluates and optimizes every touchpoint in your customer experience of your product/service. I'll work closely with your team to capture interactions and create a detailed workflow map. It helps businesses identify friction points, optimize user experience, and craft data-driven strategies to boost conversions. What sets this service apart is its depth my analysis. As an external agent, I use the advantage of neutrality to dig into materials that are set aside by everyday operations, allowing me to translate insights into actionable marketing strategies, analytics tracking, and product enhancements for measurable growth.

Process

Kick-Off meeting to understand goals, delivery time, demands, and challenges. Sharing of the stakeholders that must be interviewed, access to the product keys, and data material. Usually 45-90 minutes.
Assessment Interview 1:1 with people in all areas that touches the customers within the journey. Each interview takes about 45-90 minutes. The number of people depends on your operations, but i usually 5-6 people. + Additional 6-12 hours to structure the collected material.
Capturing Each person interviewed will shared materials to be analyzed, it could be screenshots of the onboarding, webinar videos, the most frequent asked question, product analytics reports, etc. Sometimes these materials are not readily available and takes sometime to be generated. I'll analyze and document the journey in the workflow canva. The time vary to each product, but my I aim to close this chapter within 2 weeks.
Revisions of the Workflow Once the first version of the workflow is presented, the team will be able to revise and pointing considerations to be adjusted. This usually takes 2-4 days.
Costumer Journey Workflow Map After collecting all the material, the final delivery is the current version of the customer workflow. From here the Team decide the next steps for improvement.

What's included

  • 1. Assessment

    Interview with those responsible for each area that touches the customer, understanding the frictions, objections, and areas for optimization.

  • 2. Capturing

    Collecting materials, screenshots, and videos of the current customer interaction points by experiencing the product journey. Materials to be analyzed: A. Onboarding; B. Experts / Customer Guides; C. Frequently asked question; D. Marketing materials; E. Product platform; G. Analytic reports.

  • 3. Costumer Journey Workflow Map

    After collecting all the material, the final product will be displayed as a workflow map of the current customer journey. This is an asset to be used in the evaluation of: - Designing new product-led marketing strategies; - Implementing an event-based analytics funnel to track conversion or sale cycle time, such as how long a customer takes from the moment she/he hears about the production until the moment of purchase. - Adjusting the product to a new user experience. - Based on the learnings, crafting new product experiments to drive conversion rate optimization.

Skills and tools

Growth Marketer

Product Manager

User Researcher

Google Analytics

Google Analytics

Miro

Miro

Mixpanel

Mixpanel

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