Journey Mapping to Explore Customer Experience
In the spring of 2016 Ethnoscapes Global organized four Journey Mapping sessions with consumers who had replaced a window(s)/door(s) within the last year. The first 60 minutes of the session were dedicated to mapping the window/door replacement journey to help our window and door manufacturer client better understand critical steps in the process, decision points, challenges, and the flow the process.
The remaining 60 minutes were used to gain a deeper understanding of participant decision making criteria hurdles/obstacles, and general experiences and emotions during their window/door replacement journey.
Our client used this insight to help evaluate how they could improve upon the window/door replacement experience for their products, as well as to identify strengths and advantages that their replacement experiences offered over their competition’s.