Customer journey mapping: guides from On-Off Group

Articles › Customer journey mapping

Journey mapping lays out every step a customer takes, including the ones your org chart hides, like waiting for a document to be verified. It is useful when different departments each think their part is fine. These pages cover running a mapping session, backing it with evidence, and deciding which step to fix first.

Choosing between options

• Journey mapping or usability testing: which answers your question
  One budget, two methods, needs to pick.

What it costs and how long it takes

• What a journey mapping workshop costs and how long it runs
  Comparing a workshop against a research project.

Alternatives to what you do today

• Instead of sticky notes on a wall, get a drop-off number out of the session
  Sceptical that mapping produces anything usable.

On-Off Group trains teams, tests products with real customers, finds where a transformation has stalled and builds what gets it moving, for banks, insurers and enterprises in the Philippines, since 2015. How we help with customer journey mapping.