The customer journey - where to begin with your business

Selling a product or service is one thing; crafting an experience that resonates with the customer is another. Starting on this journey requires a strategic approach, one that Quba has honed over two decades of delivering business-critical digital solutions. By exploring the customer journey in detail, businesses can gain valuable insights that inform their strategies and drive growth. But where do you begin?

At Quba, every successful digital transformation starts with a thorough understanding of the customer journey. This journey is carefully mapped out during our Discovery phase, a process designed to understand the intricacies of customer interactions and identify key touchpoints, pain points, and opportunities for improvement.

The Discovery process 

Our Discovery workshops serve as the foundation, beginning with essential activities like defining project KPIs, creating a Business Model Canvas in which we map out the business proposition, and conducting a detailed content and structure review. This phase goes beyond just data gathering; it involves deep collaboration with our clients to understand their business at a detailed level, including the emotional state of their customers at various stages of engagement. Techniques such as empathy mapping and user journey mapping help us pinpoint where to enhance user experience and streamline processes.

Through in-depth research and analysis, we explore the customer journey alongside our clients, shedding light on critical points where interactions matter most. This includes refining workshop outputs, conducting interviews with subject matter experts, and performing a comprehensive content audit. By leveraging data-driven insights and real-world feedback, we create a comprehensive view of the customer's path, empowering businesses to make informed decisions that drive meaningful results.

To illustrate the benefits of understanding the customer journey, let’s explore some case studies from our portfolio.

TC Harrison Ford

Collaborating closely with TC Harrison Ford, a leading automotive dealership, we undertook a project to redefine their online experience. Through our Discovery process, we identified key challenges in their existing platform, such as complex navigation and outdated design elements.

With these insights, we set out to create a customised solution that streamlined the customer journey from browsing to purchase. The result? A sleek, user-friendly website that not only engaged visitors but also drove a significant increase in online leads and conversions.

Birmingham Airport

As the UK’s fastest-growing airport, Birmingham Airport faced the challenge of enhancing passenger services while preparing for future growth. Our Discovery phase included extensive stakeholder interviews and passenger surveys, revealing the need for a more focused digital experience. 

We implemented an innovative in-airport app-style experience, accessible via QR codes, and chose a headless CMS, Contentful, to support the airport's digital strategy for the next five years. The result? A seamless and scalable platform that significantly improved the passenger experience and supported the airport’s growth objectives.

In today's digital landscape, the customer journey is the guide that directs business success. By embarking on a journey of discovery, businesses can unlock the insights needed to navigate this landscape with confidence.

At Quba, we're committed to helping our clients plan for success, leveraging our expertise in digital strategy, UX design, and technology to create experiences that resonate with customers at every step of their journey. From the first click to the final conversion, we're here to ensure that your business thrives in an ever-changing digital world.

Interested in finding out more? Speak to us today on 0114 279 7779 or contact our team to explore the next steps.