Customer Journey Mapping
Understanding your customer’s experience is the first step to improving it. At Stonehill, we map customer journeys to uncover hidden friction, identify moments of truth, and design pathways that drive loyalty, conversion, and growth.
Our Customer Journey Mapping practice visualizes how customers interact with your brand across every channel and touchpoint—from first awareness to long-term retention. By capturing both the emotional and functional aspects of the experience, we turn complexity into clarity and insight into action.
What We Deliver
End-to-End Journey Visualization - We create detailed journey maps that illustrate the full customer lifecycle—highlighting key interactions, motivations, pain points, and opportunities across digital and physical touchpoints.
Persona-Driven Design - Using segmentation and behavioral insight, we tailor journeys to reflect the needs and expectations of different customer personas. This ensures that your strategies are personalized, relevant, and designed with empathy.
Experience & Emotion Mapping - We go beyond process to understand how customers feel at each stage. This helps uncover the emotional highs and lows that shape brand perception and influence buying behavior.
Channel & Interaction Audit - We evaluate each touchpoint—email, social, web, in-store, service—to assess consistency, effectiveness, and alignment with customer expectations. Gaps are identified, and opportunities for better integration and engagement are prioritized.
Insights to Action - Mapping is just the start. Stonehill translates insights into actionable strategies—designing improved workflows, reimagined service models, and targeted interventions that enhance customer experience and accelerate growth.
Designed for Empathy. Built for Performance. At Stonehill, Customer Journey Mapping is more than a diagnostic tool—it’s a strategic asset. Our human-centered, data-informed maps align internal teams, drive decision-making, and create shared vision around the customer experience.
Let’s map what matters. Partner with Stonehill to understand your customer like never before—and design experiences that keep them coming back.
Download our free, printable Guide to Design Thinking!
Design Thinking is one of the most valuable problem-solving methodologies an organization can adopt. The Stonehill team created the most simple and effective guide to arriving at human-centric business solutions, all based on our proven-to-work everyday Design Thinking practices.
This guide features different canvases with tutorials that walk you through the Design Thinking process in the most practical way. Fill out the form to immediately access Stonehill’s simple guide to Design Thinking and begin your team’s journey to empathetic problem-solving!
Learn more about Design Thinking: Stonehill’s guiding methodology.
