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Digital Journey Mapping

  • Abstract white icon on gray showing a pencil, flowchart, and symbols for a checklist and warning. Represents planning and organization concepts.

    Customer Journey Analysis & MetricsMap and evaluate customer journeys to identify key touchpoints and assess effectiveness.

  • Icon of a checklist with a checked box and a pointing hand on a gray background. The tone is straightforward and functional, suggesting task completion.

    Experience Optimization & PersonalizationDesign improved experiences and personalize interactions to enhance engagement and satisfaction.

  • An abstract illustration of a glowing lightbulb on a graph-like grid. The design conveys innovation and inspiration with a modern, minimalist style.

    Touchpoint IntegrationEnsure seamless interactions across al digital and physical touchpoints.

  • Stylized roadmap with three curvy paths and five circular nodes, one with an arrow, on a light gray background, suggesting progress or steps.

    Feedback LoopsIncorporate customer feedback to continuously refine and improve the journey.

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CASE STUDY

Digital Journey Mapping

Client OverviewA global manufacturing company aimed to enhance its retail digital strategy by integrating advanced technologies to better understand and improve the customer journey. The challenge was identifying how these technologies influenced customer behavior and experiences across all stages of the retail journey.

Our Approach

  • 01
    Technology-to-Consumer Journey Mapping

    Mapped the entire customer journey from the initial research phase through in-store experiences and post-purchase interactions. This involved identifying how various digital technologies—such as digital signage, smart beacons, and mobile apps—influence each stage of the journey, providing a clear picture of the technology’s impact on customer behavior.

  • 02
    Competitive Analysis

    Conducted a thorough analysis of competitors’ digital retail capabilities, focusing on their use of hardware, software, and overall strategy. The assessment included evaluating how competitors’ digital technologies shaped their customer experiences, offering valuable insights into industry benchmarks and best practices.

  • 03
    Digital Transformation Framework

    Developed a tailored digital transformation framework designed to integrate advanced technologies seamlessly into the client’s operations. This framework not only highlighted ways to enhance the customer experience but also provided strategic recommendations for closing gaps in the client’s digital capabilities, ensuring a more competitive market position.

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Results

  • Improved understanding of customer touchpoints and behaviors led to better-targeted digital interventions, enhancing overall customer satisfaction.

  • Streamlined digital operations through the integration of advanced technologies, reducing inefficiencies.

  • OutcomeAcuvity Consulting’s digital journey mapping enabled the client to gain valuable insights into customer behaviors and the impact of digital technologies, positioning them to enhance their retail strategy and improve customer experiences effectively.

Outcome Acuvity Consulting’s digital journey mapping enabled the client to gain valuable insights into customer behaviors and the impact of digital technologies, positioning them to enhance their retail strategy and improve customer experiences effectively.