How do we design a new Experience
Why our Behavioral Journey Mapping Process takes Journey Mapping to the Next Level
Most journey mapping strategies only look at the rational side of the experience, which is only 50% of the full experience. The other 50% of the experience is irrational which includes emotions and subconscious reactions. This means that when you only focus on the rational part, your organization is leaving 50% of your customer experience to chance! This also means you are not capitalizing on the opportunity to build an emotionally engaging experience that drives customer loyalty and customer retention.
Behavioral Journey Mapping enables us to design an experience to meet the subconscious and emotional needs of customers. Using our knowledge of psychology, we can also appeal to your customers hidden desires.
For example, if they are feeling stressed or anxious, then the design of your experience should take this into account. Behavioral Journey Mapping also determines where the journey starts and stops. This is different than most organizations that make the mistake of looking at the customer journey solely from the points they interact with Customers. Customers do not make this distinction.