Customer Journey mapping

Bring your customers to life and offer your employees real insight into your customers’ thoughts, feelings and interactions with your business.

As well as understanding themes which are common across groups of customers, qualitative research is the best way to bring customers to life in vivid detail, understanding their individual emotions, context, and decision-making.

If you'd like to find out more about our approach, download our 'Approach to Customer Journey Mapping' PDF below, or get in touch to see how we can help.

You need this if:

You want to understand how customers see the end-to-end experience, establish the key moments of truth, and explore what shapes customer emotions as they go through their experience. Journey mapping ties together insight and service design to help you shape better experiences.

If you would like to learn more, our customer journey mapping online course will take you step by step through planning, developing, using, and communicating your customer journey maps.

What we do:

Our gold standard approach to mapping the customer journey involves five key parts: Immersion / Discovery, Explore & Understand, The Internal View, Measure & Track and Graphic Design.

However we can manage any or all aspects of your customer journey mapping programme such as…

Qualitative research

Quantitative research

Facilitation/service design

Storytelling & Culture change


If you'd like to find out more about our approach download our 'Approach to Customer Journey Mapping' PDF.

Download Our Approach PDF

Prioritise customers’ feelings from end to end.

What you get:

Dedicated Account Manager

TLF Research expert to project manage and guide you through the customer journey mapping process from start to finish.

Qualitative Customer Journey Maps

Engaging customer journey maps which highlight what really matters to your customers when interacting to with your business.

Customer Personas

Bring your customers to life with profiles of your key audiences.

Reporting and Recommendations

Clear and focused analysis of the customer journey and recommendations for improvement.

Actionable outputs

Tools such as Service Blueprints will help to map the customer view to your internal process view.

Engaging deliverables

Our creative team will help to bring your journey to life for colleagues.

Get in touch

Get in touch to find out more about customer stories and how we can help you gain an in-depth understanding of your customers today.