A documented journey map
Clear stages and touchpoints the team agrees on and can refer back to.
Journey mapping
A customer journey mapped the way your customer lives it
We work with your team to map the actual journey rather than the assumed one, and decide at each touchpoint what is worth measuring and why.
Journey mapping
The journey is the basis of every measurement
When experience is measured without a clear journey, results stay general: you know satisfaction dropped but not where. A mapped journey ties every number to its place.
We bring together the teams that deal with customers, document the stages and the digital and physical touchpoints, then set the journey up in Rihla as the basis for ongoing measurement.
What do you get?
A measurement plan per touchpoint
The right metric, tool, and channel for every touchpoint worth measuring.
A journey ready in the platform
The journey set up in Rihla with its first measurement tools, so responses can start coming in.
How do we map the journey?
We work with your team in short, focused sessions instead of a long report.
- 01
We set the scope
We choose the service or customer segment to start with.
- 02
We document the stages
We map what the customer goes through, step by step, with the teams involved.
- 03
We decide what to measure
We pick the touchpoints that matter and the right metric for each.
- 04
We set up measurement
We move the journey into Rihla and connect it to measurement tools.
Questions we help you answer
- Which stages does our customer actually go through?
- Which touchpoints affect satisfaction the most?
- What should we measure at each one?
Map your journey with a specialist team
Talk to one of our experts about the service you want to start with and we will suggest how to run the work.