Customer Journey Mapping
Map how users move through your product and surrounding touchpoints to reveal drop-offs, handoffs and moments that drive or destroy business outcomes.
The problem
Complex products span roles, devices and departments. Teams optimize isolated screens while users experience broken journeys.
How I investigate it
Cross-functional workshops, journey mapping by persona and scenario, pain-point scoring and opportunity prioritization linked to metrics at each stage.
Expected business outcome
A shared journey view with prioritized interventions — what to fix first for activation, retention or conversion gains.
Includes service blueprint alignment when front-stage UX depends on back-office operations.
Especially valuable for healthcare, transportation, enterprise admin tools and multi-role SaaS.
Related content
Something is not working. Let's find out what.
A direct conversation about your product, the symptoms you see, and whether an investigation would be worth it. No pitch deck.