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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

  • Trauma Informed Practice training - Developing Together Social Work Teaching Partnership

    We are currently providing a large training programme and associated support to the Developing Together Social Work Teaching Partnership
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  • Aberdeenshire C Change

    C-Change is a structured, evidence based approach to assessing parental capacity to change in situations where the parenting is likely to be causing harm to their children. Aberdeenshire were interested in further improving quality of assessments and particularly to enable practitioners to move ‘stuck’ cases forwards and provide practitioners with greater confidence to intervene in families who could make initial changes but struggled to sustain parenting at a good enough level.
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  • LB Lewisham (Family Thrive) Bespoke Training Course

    We were commissioned to provide training to support frontline staff to build skills to support children and families accessing support from the Family Thrive team.

    Read More

  • Islington Evaluation

    Interface were commissioned by Islington Council to evaluate its Early Help Family Support Services across their Children’s Centres, Families First and Islington Families Intervention Team (IFIT) teams...
    Read More
View all Case Studies

What our clients say:

  • The s47 training provided for our Social Workers was rated as the best training that they had ever received.

    Rebecca Ellem 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

  • The terrain they were exploring was fairly complex in terms of the number of stakeholders and channels of communication which they grasped quickly and managed efficiently.

    Children & Families Commissioning Team (Project Manager)

  • The interface team are very approachable and responsive to our ever changing needs. They are incredibly supportive and really go the extra mile to support us.

    Troubled families lead, Cambridgeshire (East)

  • There’s training & and then there is Interface training – Fabulous , just Fabulous!!!

    Learner, Supervision for Managers, Shropshire

  • Interface has provided an exemplary service for us at Waltham Forest.
    We have drawn on their expertise to deliver bespoke training for our teams which has been instrumental in developing their knowledge base around Leadership and Trauma informed practice and Reducing Parental Conflict. Both of which has enabled us to continue provide good outcomes for our children and families.

    The communication, advice, quality of service delivered, flexibility to meeting any changing requirements has been excellent and I highly recommend Interface.

    Barbara Jean-Low, LB Waltham Forest

  • I loved every bit of this course and have learnt such a lot that I have already used in my leadership role. The course was well organised and the trainer was excellent.

    Level 5 Learner

  • Working with Interface provides a good example of partnership working to drive forward a large scale, multi-agency training and development programme. Their values and approach underpinning their work reflected their commitment and drive to the programme. Interface shared the vision and values of the programme to improve outcomes and make a difference for children and families this was reflected through the delivery of the whole programme and the commitment and insight of the trainers.

    Anna Johnson Cheshire West and Chester

  • Today’s training was excellent. Thank you so much for organising, I would really recommend it. Jahsynth was great.

    Learner, Trauma Informed Practice Training RB Kensington & Chelsea

  • My trainer was absolutely brilliant. She is so credible and knowledgeable and was able to share and help us understand each and every module. She was also extremely supportive, encouraging and made the whole course interesting. Nothing was too much for her, she offered an open door to contact her and gave reassurance when we doubted ourselves! She provided clear and great feedback, which was important to me throughout the course. I joined the course as an anxious, nervous person, who was convinced the whole process was going to be long, difficult and stressful. I couldn't have been more wrong. She put everyone at ease and guided us through the whole process. I wished I had met her years ago! I hope that she goes on to inspire many more people to work with children and families. I thoroughly enjoyed the whole process. I have and will, continue to recommend the qualification to my colleagues.

    Level 4 Working with Children, Individuals and Families learner

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