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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

  • Government of Jersey Family Support Program

    We consulted and designed a sequential 18-day training program for Family Support Workers in the Government of Jersey.

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  • Birmingham’s Family Outcomes Framework and Tool

    We provided embedded consultancy support and created a technical solution to track family outcomes to support their Phase 2 troubled families work.
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  • Torus Foundation Look aHEAD programme

    It has been our pleasure to work with Torus Foundation again, this time on the Look aHEAD programme. which focuses on parental mental health and wellbeing and resilience of families and children in Liverpool. 

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  • Troubled Families Support - Poole

    Interface were commissioned to review a framework to ensure it encapsulated the requirements of the 'Payment by Results" scheme and fully reflected the range of other intended outcomes.
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