Informing a Customer Centric Strategy through Journey Mapping

  • Phase 5 was commissioned to develop customer journeys for the following industries: industrial, VAR manufacturers, graphic manufacturers and health care in order to inform product development and marketing, improve customer experience and guide digital strategy.
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  • Through the research, Phase 5 uncovered the following:
    • All touchpoints from initial awareness through post-purchase and support
    • How customers learn about products
    • How customers evaluate and inspect products
    • Who is involved in making purchase decisions
    • Expectations, pain points and areas for improvement at each touchpoint
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