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Customer Journey Mapping

Financial constraints highlight the need for cost effective services that can be linked to evidence of positive outcomes. Qualitative evaluation is increasingly important for demonstrating impact and informing decisions.

Customer journey mapping can be used to demonstrate impact or improve a service by finding out how people interact with it. It records each step of a customer's journey.

Customer journey mapping helps:

  • track and describe a customer’s experience at each stage of their journey
  • understand a customer’s thoughts and feelings
  • capture customer feedback
  • challenge presumptions surrounding service delivery
  • compare the current situation with the ideal
  • redesign the customer journey
  • shape strategy and policy
  • deliver efficiency savings
  • improve customer experiences
  • satisfy customers making them cheaper and easier to support

Case Studies

  • Motivational Interviewing - West London Zone

    West London Zone is inspired by the Harlem Children’s Zone (HCZ), a ‘cradle-to-college’ pipeline of support for children. The HCZ approach is to do ‘whatever it takes’ to help young people escape generational disadvantage – with the ambition to achieve a ‘tipping point’ whereby the whole community has a positive experience of learning, work and family life.
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  • Norfolk Safeguarding Partnership Training

    We have collaborated with the Norfolk Safeguarding Partnership to deliver 14 distinct training courses over a three-year period.

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  • PACT - Motivational Interviewing

    This one day course set out to give learners an overview of the key principles and techniques used within a Motivational Interviewing approach.

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  • North Northamptonshire Leadership Development Programme

    We were tasked with designing and delivering a tailored leadership programme for a diverse group of multi-agency professionals working collaboratively under the family hubs agenda.

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View all Case Studies

What our clients say:

  • “The facilitation team brought real expertise and understanding of the Family Hub agenda. The workshops were well planned and executed, striking the right balance between support and challenge. Their external perspective helped us think differently and move forward with greater clarity and purpose. The sessions were engaging, well-structured, and tailored to our local priorities, helping us make tangible progress as a partnership.”

    Head of Service, London Borough of Croydon

  • "Tutor made the learning enjoyable and great. Cannot praise her competency and ability enough": "Clare was extremely supportive, and her presentation and delivery was lively and informative - I really enjoyed the course mainly due to her positive attitude and warmth." :"Thank you for providing this excellent and very informative course providing me with the opportunity to reflect on and improve in my practice.":"Clare was an excellent facilitator. She managed to blend enjoyment and seriousness of the course and made everyone comfortable to air their views."

    Learners Level 4 Programme LB Tower Hamlets

  • The trainer was fantastic and really helped us to provide consistency of approach to the teams through the clarity of her presentation and engaging all within the training sessions she has run. She has been supportive and provided appropriate challenge throughout the sessions providing a really safe and effective learning space for all.

    Service Manager, Family Support Service, Bucks CC

  • This qualification has been really useful for me in my professional role and I could see the value in my day to day work. The delivery of the course was great – thorough and at the right pace so as not to be overwhelming. Wendy was very supportive throughout

    Learner Level 5 Leadership & Management Certificate

  • The overall quality and structure of the training programme was really good, it had a clear schedule and outline of activities at the beginning of each training day so we all knew exactly what to expect.

    Learner, Level 4 Working with Children, Individuals and Families

  • Best training I have ever had.

    Learner, YMCA Norfolk, Trauma Informed Practice

  • Norfolk Safeguarding Children Partnership have been pleased to work alongside Interface Enterprises for several years to deliver high quality safeguarding children training to the multi-agency workforce. As well as providing good quality training we have found Interface to be professional, reliable and responsive to change.

    NSCP Workforce Development Officer

  • This was the best training I have attended in a long, long time!!

    Learner, Trauma Informed Practice training, HM Prison & Probation Service

  • The feedback was unequivocally positive, with particular reference to the inclusive learning style of the trainers and the flexibility of the course. People liked the practical exercises and have followed up with team discussions.

    Service Manager Family Interventions/ Troubled Families Coordinator

  • I have worked with Wendy and Interface since her days at DFES and later as the Founder of Interface. She has built considerable expertise in the key developments in Family Support over the last 20 years and with her partners has been able to offer us knowledge, experience, flexibility to meet our changing requirements as we have developed our services. We have valued her help developing our practice, management , systems and meeting our partnership workforce development needs most recently on Family Hubs, Management and Leadership and Trauma programmes.

    Wendy and colleagues are responsive, excellent communicators with us, partners and staff. We have been really pleased with the outcomes. I would you use them again and recommend to others.


    Natasha Bishopp Head of Early Help, Social Work and Youth Offending, Royal Borough of Kensington and Chelsea

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