For teams who lack a visual representation on how their customers or users interact with the brand or a product
The devil is in the details. Often the opportunities for value creation depend on careful examination of every step that a customer or user interacts with your brand. A CS map elaborates on how a customer goes from getting to know your brand (or a product) to making a certain purchase and becoming a recruiting customer and brand advocate. Lacking such a bird’s eye view could be costly for your marketing and product development efforts.
On day 1, through a 4-hour workshop, we look at a specific type of customer and form a shared understanding of who they are both on a demographic and personal level. Then we aim to present the findings in a visual way so anyone else that was not in the room could understand the persona by reviewing the material
On day 2, through a 4-hour workshop, based on the findings of the previous day, we break down their journey from the beginning that they got to know our brand/products till the point that they make a purchase and become customers. This is a detailed map that breaks down their motivation and goal, fear and anxiety, thinking and feeling, and potential opportunities for further investigation
Based on what we generated together in the workshops, we provide a summary report and elaborate on potential next steps you can take to further work on your opportunity
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