Barkley's Customer Journey Approach
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Our customer journey approach involves 5 phases: 1) defining customer segments through research, 2) mapping the customer experience touchpoints, 3) identifying moments that create loyalty, priorities and differentiators, 4) designing concepts and prototypes to improve experiences, and 5) monitoring the experience through measurement and dashboards.
Barkley's Customer Journey Approach
- 1. OUR CUSTOMER JOURNEY APPROACH RESEARCH + ANALYSIS SYNTHESIZE, IDEATE + DESIGN MEASUREMENT PHASE 1 PHASE 2 PHASE 3 PHASE 4 PHASE 5 Customer Experience Moments of Experience Experience Definition Mapping Truth Design Monitor • Segmentation • Touchpoint mapping • Differentiations • Concept • Measurement • Narrative insight • Need state analysis • Loyalty drivers • Prototype • Dashboard - analytical • Emotional state analysis • Priorities • Validate - cultural • ROI • Ideation - structural