We help clients separate themselves from the field and grow their businesses by designing experiences that shape strong customer relationships. Blending human-centered design with analytical rigor, we understand both what customers do, and why they do it.
Our creations are infused with empathy providing actionable insights into customer motivations, behaviors, and values.
The path to purchase is rarely a straight line. In a pure omnichannel environment, the linear path to purchase gives way to a plethora of possible channels – some physical, some digital – with a high probability of the customer experiencing more than one channel in a giving buying situation.
Customer Journey Mapping is a design method that Mileage designers use to help develop a deeper understanding of how your customers interact with your offerings and your brand. When appropriately deployed, it forces the team to consider every channel, product/service, and touchpoint in the context of your customer’s experience. This method also helps us uncover business challenges, identify existing touchpoints that are failing to drive purchases, and helping discover customer disinterest in a retail or online environment.
Plotting a customer-centric view of your company, including customer needs, objectives, perceptions, and motivations, is an early step in transitioning from “current state” to “future state.” Mapping the interconnected paths to purchase available to your customer and potential pain points in your customer’s experience allows us to see the entire board of possibilities.
Internally, we help clients build a framework to drive key initiatives and prioritize investments in developing customer retention. From an organizational activation perspective, our journey mapping methods help illustrate a common direction for internal project teams, which empowers teams to align marketing tactics to targeted points in the customer’s journey.