Moment mapping

Design an Emotionally Engaging Customer Experience
Moment mapping is a process for designing an emotionally engaging customer experience. It looks at the customer experience from the customer’s perspective.

Using psychological techniques, we identify the customer’s emotional journey through the experience your organization provides. Through workshops and group sessions, we involve your organization in developing new and creative ideas to improve the customer experience. Our workshops typically generate hundreds of ideas from which the best are selected and implemented.

While well-known methods like Six Sigma tend to look at the rational/physical side of an experience, Moment Mapping goes deeper, focusing also on the emotional and subconscious elements of the customer experience.

More than a simple journey mapping exercise, Moment Mapping helps organizations achieve real results in improving the customer experience. In fact, after facilitating a Moment Mapping project, one recent client of ours reduced 24 main touch points down to four, saving significant costs and improving the overall customer experience.

Moment Mapping is an “outside-in” approach of understanding customer experience, and it is the building block to reconstruct the step-by-step process your customers experience.

For further information on Moment Mapping is available in our book Building Great Customer Experiences.

For further information on the Moment Mapping customer experience mapping theory please check out our book Building Great Customer Experiences.