customer journey mapping

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ADAPTOVATE helps organisations better understand customer needs by mapping their interactions to identify opportunities and boost business outcomes.

Customer journey mapping provides a comprehensive understanding of the customer’s experience using a product or service. It provides a graphical representation of a customer’s process, from initial contact with a business through engagement in a long-term relationship.

ADAPTOVATE assists clients in undertaking a systemic dissection of customer interactions with a product or service to generate insights and recommendations into the customer experience. We use journey maps to enable organisations to identify and map customer interaction points while uncovering gaps between actual and desired experiences.

ADAPTOVATE uses design thinking to help clients address opportunities to improve customer experience, taking a customer-centric approach to develop solutions, building empathy with customers and thus cementing customer relationships.

ADAPTOVATE provides tailored recommendations for process simplification to uplift customer and staff experience based on.

ADAPTOVATE co-designs ‘leave behind’ playbooks that document approaches with simple instructions to enable organisations to continue to map customer journeys as part of their continuous improvement culture.

Benefits of using Customer Journey Mapping

ADAPTOVATE supports organisations in developing a comprehensive understanding of their customers to deliver numerous benefits:

Increased understanding of customer needs, wants, and pain points, allowing your businesses to deliver more personalised and practical solutions.

Improved understanding of the capabilities and collaboration required across the organisation to successfully deliver a competitive solution that meets customer expectations.

Improved decision-making quality through access to reliable customer experience and operational data.

Enhanced personalisation opportunities across multiple customer touchpoints and service delivery channels.

Working with clients.

Our clients have realised tangible benefits through our customer journey mapping:

2% increase in customer acquisitions within 7 months at a leading financial services provider.

6-9 month reduction in time taken to translate strategy to execution at a large bank.

60% reduction in lending process approval times at a financial services client.

Better Business Models, Business Transformation, Case Studies, Customer Journey Mapping, Education, Operational Excellence, Process Improvement, Solve Complex Problems, Value Stream Mapping

Case Study – Transformation orchestration at Education Provider

We worked with an Australian Education provider on a transformation orchestration and service design using a consolidated implementation plan. Find out how.

Banking, Case Studies, Consumer Wealth, Customer Journey Mapping, Financial Services, Solve Complex Problems

Case Study – Agile Business Design at a Bank

Our client, an Australian consumer wealth organisation, was facing a decline in the volume of applications being approved for a key product and have been set a target of increasing customer acquisition by 2% within 12 months

Agile, Agile Coaching, Banking, Case Studies, Customer Journey Mapping, Design Sprints, Financial Services, Human-Centred Design, Operational Excellence, Solve Complex Problems

Human-Centred Design Case Study

Our client, an international bank, had embarked on a transformation with the aim to respond more quickly to rapidly evolving customer needs; enhance business value; increase productivity; and improve employee engagement.

Find out how ADAPTOVATE can help you paint a comprehensive picture of your target customer

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