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Customer Experience mapping

Navigate the route to your customers' insights, emotions, and growth potential using experience mapping.

What exactly is customer experience mapping?

Customer Experience Mapping is a powerful tool used to visualize the complete journey a person takes to achieve a specific goal, whether it's related to a specific business or service. 

It provides a detailed narrative that outlines each step, interaction, and touchpoint throughout the user's journey. 

This map goes beyond the mere stages and actions, delving into the user's needs, pain points, emotions, and various contact points with the service. It's a valuable tool for understanding user experiences, identifying areas for improvement, and delivering more user-centric solutions.
The image above shows an example of the journey map for 4 different customer profiles

When to run a Customer Experience mapping

Customer experience mapping is used to obtain an overview of a user's experience within a product or service and identify the aspects that are susceptible to improvement.

Suppose you run an e-commerce website and notice a drop in sales. It's been a long time since your last research activity, and you feel the need to reconnect with your users and understand their needs before planning new features or even a redesign.

To address this, you decide to conduct interviews and possibly a survey to collect data. You aim to build a visual representation of the customer experience, from their initial arrival on your site to the point of purchase or cart abandonment. This process helps you identify pain points and business opportunities. With this granular understanding of the customer's journey, you focus your efforts on redesigning the checkout page, simplifying forms, and offering additional payment methods.

The transformation is a success and highlights the importance of considering the user experience as a journey, rather than isolated touchpoints, in order to fully understand users' perspectives and problems.

What is it like to do customer experience mapping with TeaCup Lab?

When we work with you:

  • We'll connect with your team to understand your product and your objectives.
  • Design and conduct interviews with people matching your target customers.
  • We'll also recruit and compensate the participants, so you don't have to take care of it.
  • Analyze the results and deliver detailed user personas together with a customer experience map to illustrate your target user's journey.
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Discovery and research:
what else can we do?

We understand the importance of user research in building successful products.
By mastering multiple research techniques, we guide you answering key strategic questions: Who are my target users and what do they need? What are my users' expectations from the product? How can we best fulfill these user requirements? What should I improve of my product and how?

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TeaCup Lab is a user experience consultancy agency founded in Madrid in 2016. We specialize in User Research & User testing for global brands.
Copyright 2019-2023 TeaCup Consulting SL

Contact us

TeaCup Lab 
Calle Jaén 2, 1ºG
28020, Madrid, Spain
+34 910 59 21 36