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PH1 core capbility
YEARS EXPERIENCE
10+ years
TYPICAL CLIENT
VP Marketing, Director of CX, CMO, Chief Digital Officer
NECESSARY TIMELINE
2 to 3 months
Our POV
A journey map built from inside the organisation describes the journey the organisation intended. The one customers actually take includes the competitor they checked, the forum they trusted more than your site, and the question they never found an answer to. Those are the moments that decide conversion, and they are the ones internal maps leave out.
We map the customer’s version and the service architecture behind it as one engagement. Front stage and back stage together, because a journey map that ignores the systems and handoffs produces recommendations the organisation cannot deliver.
What We Do
Behavioural research, not a workshop exercise. Customer interviews and observation across every segment that matters, including what people do off your site before they arrive.
Current state mapped to evidence. Stage by stage, with the friction points, the moments that decide, and the variation between segments documented and attributed.
The service blueprint behind it. Front stage, back stage, systems and handoffs — including the handoffs between people and AI, which is where most deployments actually fail.
Future state and a sequenced roadmap. The experience you are building toward, with the opportunities prioritised by impact and the dependencies made explicit.
What We'll Deliver
End-to-end journey map with friction points and segment variation
Service blueprint covering back-stage systems, handoffs and owners
Analysis of where customers go before they reach you, and who they trust
Future-state journey and service design
Prioritised opportunities tied to conversion and retention outcomes
Workshop materials and an executive summary for stakeholder alignment
When This is Essential
Before a major customer experience or digital transformation investment
When complaints or NPS do not match internal performance dashboards
When AI is about to enter the experience and the team needs an evidence-based map
When several teams, channels or brands are being unified
When an existing journey map is more than a year old and was never validated
Combine With These Services
Customer & User Interviews — the research the map is built from
AI Service Design & Blueprints — design the workflows the map identifies
Conversion Funnel Analysis — quantify the drop-offs the map locates
Part of Customer Research and Strategy & Planning.
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Submissions