Customer journey mapping: see your business through their eyes
We map every interaction a customer has with your brand to find the “potholes” in their experience.
By smoothing out the journey, we help you increase conversions and build long-term brand loyalty by ensuring every touchpoint feels intuitive, helpful, and completely frictionless for the user.
Perfect for:
Smoothing the path from click to conversion
Understanding how a stranger becomes a loyal advocate is the difference between a business that survives and one that thrives.
Customer journey mapping is our process of visualising every single touchpoint a user has with your brand.
We identify the “friction points” – those moments of confusion or frustration – that cause potential customers to abandon their journey.
Our approach combines qualitative empathy with quantitative data. We look at the emotional highs and lows of the user experience to ensure your brand feels consistent, helpful, and intuitive at every stage.
The result is a comprehensive blueprint that allows you to predict customer needs, personalise interactions, and significantly increase your overall conversion rates.
What’s included
Smooth the path to conversion
- Every touchpoint mapped
- Friction points identified
- Moments where customers drop off
- Recommendations to fix them
- A visual journey map
- Priorities for your team
Who this is for:
If you don’t know exactly how a customer gets from “hello” to “buy,” you’re leaving money on the table. This is for businesses with high traffic but high drop-off rates at specific, unidentified points.
Customer experience leads who want a visual, data-backed representation of every touchpoint to identify and remove friction from the buying cycle.
Digital-first brands seeing high bounce rates on key pages who need to understand the psychological barriers preventing users from moving forward.
Service-based businesses looking to transition from a purely physical offering to a hybrid digital model without losing their high-touch personal feel.
Product owners who want to increase the lifetime value of their users by mapping out post-purchase engagement and upsell opportunities.
Trusted by operators and brands including
How we work
A partnership that keeps improving
Marketing consultancy isn’t a project with an end date. It evolves over months as we learn what works for you.
01
Discovery and an audit
A free 30-minute call, then an audit of your current marketing, so everything that follows starts from facts, not guesses.
02
A monthly retainer
A set monthly amount for an agreed number of hours, typically five, 10, 25 or 50. Unused hours roll over for up to three months.
03
Review, report, adjust
A strategy call each month to review results and agree the next focus, plus a monthly report on what worked and what changed.
Trusted by leaders
We pride ourselves on building lasting relationships. Hear from the industry leaders who have used our expert guidance and specialised skills to solve complex problems, drive sustainable growth and scale their operations.
★★★★★
We’re very happy. Fruit Bowl Co worked incredibly hard to improve our website, and sales increased by more than 44%. They continue to impress us with their skills, more than four years into our partnership.
Debbie Jones, Hildon
★★★★★
We are delighted with the results Fruit Bowl Co achieved, and we’re also impressed by how they engaged with stakeholders to develop a creative yet elegant solution to a problematic part of our membership sign-up process.
Ben Holloway, RYA
★★★★★
We urgently needed to migrate to a new web platform and add features that would give our team and members greater control. Fruit Bowl Co delivered quickly, efficiently, and on budget! We’re delighted, and so are our members.
Carol Paddison, EBA
Our work
A few things we’ve made
Actionable insights that align with your goals through expert audits & strategic planning
Questions
Frequently asked questions
Everything you need to know about customer journey mapping. Still not sure? Book a free call and ask us.
What is customer journey mapping?
Visualising every touchpoint a customer has with your brand, to find the moments of confusion or frustration that make people leave.
How much will it cost?
Every project gets a fixed quote before we start, after a free 30-minute call to understand what you need. As long as the brief stays the same, the quote is what you pay.
Got a project in mind?
Tell us what you need, and we’ll show you how we’d help.