Customer journeys: understand where people struggle.
Connect usage data with qualitative feedback. Investigate a priority journey and develop informed improvements to UX and content.
A drop-off does not explain its own cause.
People leave a product adviser, abandon a form or switch to the phone. may show where, but rarely the whole reason why. We combine available usage data with interviews, usability tests and business knowledge to develop hypotheses for a specific journey.
Consider UX, content and technology together
A missing explanation can matter as much as a technical barrier. We examine tasks, expectations and handovers. Success criteria are agreed in advance, such as completing a task clearly, fewer follow-up questions or better enquiry quality.
Initial scope: one priority journey
You receive a journey map, documented observations and prioritised improvements. Depending on scope, a prototype or focused user test complements the analysis. Measurement gaps and sample limitations are stated.
How we deliver
Agree the task
Select the user task and relevant steps.
Review the data
Review events, coverage and existing feedback.
Evaluate an approach
Investigate hypotheses with a prototype or agreed test.
Interpret findings
Separate observations from interpretations and state open questions.
Define the next step
Document findings, limitations and ownership. Agree implementation and operation separately.
Questions before starting
Sources and technical context
Start with a concrete question
Tell us the decision and the available data. Together we assess a useful first step.
Discuss a customer journey