Customer Journey Mapping for a self-storage company
Project objective
Map end-to-end customer macro journeys to identify pain points and improvement opportunities across the entire structure
What we did
01. Strategic immersion
With data from quantitative and qualitative research, we identified different types of improvement opportunities in the company's process.
02. Voice of the customer
Starting from the definition of 02 different customer profiles, we mapped all pain points and needs through different types of research.
03. Customers' current journeys
We mapped the journey of the 02 customer profiles. Here we gained a clearer view of the macro stages these profiles go through with the company's service.
04. New prioritized backlog
The entire process we carried out enabled us to propose a prioritized backlog with +270 opportunities so that the team would have clearer direction on next steps.
Some of
our deliverables
Key
Results
- Greater visibility for GoodStorage into its different types of customers;
- Backlog with +270 prioritized opportunities and solutions based on the impact on experience and business;
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