Acerta
When are they useful?
- Evaluation of an existing service from the user perspective: a customer or user journey helps to define priorities and improvements.
- Vision exercise for a new or optimised service: a customer journeys assists in aligning stakeholders around a future vision with the voice of end customers.
- At the start of a digitalisation process (e.g. creation of a digital product): the whole user journey maps broad service provision and decide what role the product will take on.
A customer journey is an essential tool for really understanding your target group and translating this objective into practice. Of course, it is only one tool in our toolbox. Do you want to look beyond the customer journey? Discover how we still help organisations to really get to know their target group.
What is the added value of a customer journey?
- 1
Facilitate collaboration across teams
Each team speaks their own language, making it not always easy to reach a shared understanding and supported solution. A customer journey makes internal matters visual, tangible and unambiguous.
- 2
Encouraging customer-centric thinking
Many organisations want to be customer-centric, a customer journey is an essential tool to translate this objective into practice.
- 3
Visualising a complex system
A customer journey helps to visualise and understand the complexity of the context of your service. Your service is not experienced in a vacuum.
- 4
Considering the user experience as a whole
Referrals, letters, website and customer service. Rarely are these mapped all at once, even though they all have an impact on perception and customer satisfaction.
What will customer journey analysis change for your organisation over time?
Increased adoption, higher satisfaction and stronger impact
Customer journeys reveal where and how your services can really add value for your customer or user. By looking at each step from a customer-oriented perspective, you can see where processes can become clearer, more accessible or more relevant. Think more understandable forms, better-timed communication or extra support at crucial moments in the customer journey. Through these targeted improvements, your services will better match the needs of users, leading to more adoption, higher satisfaction and stronger impact, in both public and private organisations.
Reduced complexity through simplification and automation
In addition, customer journeys help to expose unnecessary complexity in service delivery. Superfluous steps, duplicate data queries or manual actions become visible and negotiable. By eliminating steps, simplifying processes or automating tasks, you lower the threshold for users while increasing your organisation's efficiency. Fewer errors, faster turnaround times and more focused use of resources ensure a service that works for both users and internal teams.
"Personas and customer journeys allow us to put our customers at the centre of our organisational strategy and tactical plans. We no longer offer our service to 40,000 anonymous customers, but we serve Toby, Iris, Margaux, Didier and Renée. And that helps our business grow."
Do you also want to map your customer journey?
Do you doubt whether a customer journey could be a useful tool for your organisation or project? Or are you already convinced of its added value? We will gladly look at your challenge together.
