Customer journey mapping

Design the road map to their hearts

How to walk in customers’ shoes, towards the magic

  • Rich, business-changing customer journey design
  • A deep-diving, immersive team process
  • Co-design with your customers
  • Breaking down internal silos
  • International brand experience
  • 30 years in the South African consumer landscape
  • Intuitive and supporting facilitators

Customer Journey Mapping

As part of a well-rounded customer experience offering, brands anticipate their customers’ needs and emotions with thoughtfully designed customer journey mapping.

Our approach journey mapping

Our journey mapping process include:

  • Scoping sessions with the leadership team
  • Research (VOC, complaints issues, high level channel review)
  • Journey mapping workshops
  • Customer co-design workshops
  • Documented journey maps
  • Action plan with gaps and opportunities
  • A playbook showcasing the entire design process
Yes, we need a journey map ASAP!

Let’s go on this journey together– give us your details and we’ll arrange a meeting or jump straight to a proposal.

Why you need Journey Design

of companies report an increase in revenue

of buyers will pay more for a better brand experience

reduction in service costs

Sources: Dimension Data, Oracle, Blake Morgan

Our Journey Design Results

A department within a big *player in the healthcare industry, confirmed a 66% increase in retentions over 3 months of journey mapping and change management.

*Client confidentiality is important to us

Lexus South Africa
CPL’s high standards and willingness to go the extra mile surpasses the competition every time
Vidhya Parbhoo

WATCH: Co-design the journey with your customers

The Consumer Psychology Lab

Partner with us, a customer experience consultancy, in your quest to become more customer-centric and to design experiences that customers will love.

We are passionate about customer experience, highly skilled in CX qualitative reviews and provide authentic insights from walking in your customers’ shoes.

Contact Us Today