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It’s the Remarkable journey
that counts

Automotive

The Case & Customer Journey

The manager in charge of customer experience needed to get better insights of the current customer journey in order to measure the overall customer satisfaction and determine the sales potential.

Data Collection & Insights

Real interviews with clients were held in order to collect data about the experience of the client while shopping for a new car. Interviews with sales staff gave further insights into the customer journey.

Mapping the Journey with Milkymap

Based on the data, touchpoints were created in only a few seconds using Milkymap. Actions and experiences were addressed into detail with icons, graphs parameters and images.

Presentation & Output

With only a few clicks, the individual touchpoints were converted into an impressive presentation of the journey allowing the identification of improvement points along the journey.

Optimization of the Journey

An ideal customer journey was also designed, as a solid guideline, to improve each touchpoint in order to optimize the customer experience and to reach the full sales potential.

Evaluation and Review

Thanks to Milkymap, the manager was able to make relevant insights easy to present and digest, enabling the entire team to implement change there where needed.

Milkymap enabled us to turn data into a solid presentation, which helped us to offer a much better service to our clients and increase our conversion ratio’.

Automotive | Manager

Healthcare

The Case & Patient Journey

In order to give patients a personal experience, in which they feel safe, confident and understood, this dentist wished to get better insights about the patient journey.

Data Collection & Insights

Interviews with patients were held to collect data about their experience and wellbeing regarding their appointments. Call logs were reviewed to make the picture complete.

Mapping the Journey with Milkymap

Milkymap was used to create the different touchpoints, addressing the various emotions and levels of satisfaction patients were experiencing, using icons, graphs and parameters.

Presentation & Output

With only a few clicks the individual touchpoints were converted into an impressive presentation allowing the identification of improvement points along the journey.

Optimization of the Journey

The ideal patient journey was also designed, which then was used as a clear guideline to make the patient feel more confident, safer and to enhance the overall patient experience.

Evaluation and Review

Due to Milkymap the dentist was able to get a better understanding of the needs of her patients and their emotions, enabling to make the overall experience more convenient.

‘Healthcare Milkymap helped us to get valuable insights about the patient experience, including doubts and fears, that we sometimes – being the dentist – do not really consider’.

Healthcare | Dentist

Retail

The Case & Customer Journey

In order to maximize customer satisfaction and sales, this convenience store wanted to know how customers would assess their overall shopping experience in the store.

Data Collection & Insights

Mystery shoppers were asked to buy their daily groceries and to indicate the level of convenience, from parking, finding a specific product to the check-out.

Mapping the Journey with Milkymap

Milkymap was used to create the different touchpoints, addressing possible struggles, emotions and customer level of satisfaction, using different icons, graphs and parameters.

Presentation & Output

In only a few clicks, the separate touchpoints were converted into an impressive presentation, allowing the identification of improvement points along the journey.

Optimization of the Journey

The perfect customer journey was designed, which then was used as a clear guideline to change thestore lay-out, offer a better service and to improve the shopping experience.

Evaluation and Review

Thanks to Milkymap the manager of the convenience store was able to look at the store from the customers perspective, enabling to increase the level of satisfaction and improve sales.

‘After a while it’s difficult to see the store from the customers perspective, for whom all isn’t as logical as it is for us now. Milkymap definitely gave us a wake-up call’.

Retail | Shop Owner

B2B

The Case & Customer Journey

In order to offer businesses websites that would truly get them the best results this website developer agency wanted to paint a clear picture of the -potentially ongoing- customer journey.

Data Collection & Insights

Interviews were conducted among existing clients to collect data. A mystery shopper was asked to start the process of a potential collaboration for a new web design.

Mapping the Journey with Milkymap

Milkymap was used to create the different touchpoints, addressing possible struggles, emotions and the level of satisfaction, using different icons, graphs and parameters.

Presentation & Output

With a few clicks the separate touchpoints were converted into an impressive presentation, allowing the identification of improvement points along the journey.

Optimization of the Journey

The perfect customer journey was designed, which then was used as a clear guideline to change the process, from determining the client’s needs to delivering the actual website.

Evaluation and Review

Thanks to Milkymap the owner of this website agency was able to get a better understanding of the client needs, offering a website that suited their image and target audience, delivering the highest results.

‘As a web designer you sometimes hold on to your ideas about the perfect website, losing sight of the actual needs of the client. We’ve learned a valuable lesson’.

Web Development Agency | Manager

Telecom

The Case & Customer Journey

In order to maximize customer satisfaction and sales, this telecom company wanted to know how customers would value their overall experience when becoming and being a client.

Data Collection & Insights

The marketing department tested the customer service and current clients were asked to fill out a survey about their experiences with the company from the start.

Mapping the Journey with Milkymap

Milkymap was used to create the different touchpoints, addressing possible struggles, emotions and the level of satisfaction, using different icons, graphs and parameters.

Presentation & Output

In only a few clicks the separate touchpoints were converted into an impressive presentation allowing the identification of improvement points along the journey.

Optimization of the Journey

The perfect customer journey was designed, which then was used as a clear guideline to convert critical points into valuable and pleasant experiences.

Evaluation and Review

Thanks to Milkymap this telecom company was able to improve their customer journey, helping them to gain and retain clients, building loyal customer relationships.

‘Often those little things are what make a difference for a client, being put on hold too long or an unresolved small issue. Things we didn’t even consider anymore because we were trying to think ‘bigger’.’

Telecom | Company Manager

Help your clients to offer the greatest customer journey, start by optimizing yours.

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