Customer Experience & Journey Design Research
What is it? Customer Experience (CX) Design Research is the practice of uncovering how customers interact with a company’s products, services, and brand across various touchpoints to design better experiences. It blends traditional user research, service design, and ethnographic methods to understand customer needs, emotions, behaviors, and pain points within their entire journey—not just with a product, but across all interactions with a brand. By far the most important aspect of your business execution is engineering the interactions and experiences your customers have with your company and brand. Customer experience design is the game changer companies have used to catapult to the top, reverse major business declines and leapfrog the competition.
When should you use it?
- When designing or improving end-to-end customer journeys, including product and website interactions, as onboarding, support, and renewal processes
- When launching new services or channels, and you want to ensure they integrate well into your broader customer experience
- If you are experiencing lower customer satisfaction scores or higher churn than usual and you need to uncover the root causes
- Aligning internal teams around the customer, especially in siloed organizations where different departments manage different touchpoints
- To create competitive advantage through superior customer experiences
What problems will it solve for you? Customer Experience & Journey Design Research will address the following for you:
- Fragmented customer journeys by identifying inconsistencies and gaps across channels and touchpoints
- Misalignment between business processes and customer expectations leading to friction
- Blind spots in user needs and emotional drivers, especially those not captured in standard analytics
- Poor service design, by understanding how all customer-facing and behind-the-scenes operations contribute to experience
- Wasted investments in features or services that customers don’t find valuable
For more information or to receive a demo and briefing, please contact us at insights@svrg.net
