Customer Journey Services

Unlock the moments that matter to consumers.

Once businesses understand the “who” of their customers, it’s critical to understand the “how” – the needs or circumstances that trigger engagement and the key steps that move consumers to conversion. Using behavioral and data science, our customer journey consultants help businesses understand and optimize custom journeys to boost the chances of being selected over competitors.

Today, most customer journeys include both online and offline components – often occurring at the very same time. Our approach is uniquely dynamic and interactive; rather than being just a point in time, it is an evolving diagnostic tool for teams in retail, product, innovation and beyond. Material’s customer journey mapping consulting services help businesses advertise and craft experiences for the moments that matter most.

Behavioral Science

6 Behavioral Science Principles for Deeper Human Insights

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Personalization

Activating Insights and Data Analytics for a Personalized Travel Booking Experience

Client Story

Consumer Journey

Why You Should Revisit Your Shopper Journey (And How to Do It Right)

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Human Insights

For Businesses to Thrive in Challenging Times, They Must Account for the Complexities of Human Behavior

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Explore Our Customer Journey Mapping Services

Digital Experience Evaluation

Document and assess the digital components of the journey and customer needs, including content, UX, SEO and competitive/comparative benchmarking.

In-store Experience Research

Evaluate in-store experiences and those of the competition to uncover journey-based insights against identified use cases, triggers and hypotheses.

Quantitative + Qualitative Retrospectives

In-depth interviews and structured surveys allow consumers to revisit their recent journey, capturing habits or deeper motives in the decision-making process to allow businesses to size them and decide where and how best to influence them.

Journey Map Creation

Our customer journey mapping services enable analysis and visualization of the customer journey – the moments that matter and how to win or improve them – in dynamic journey maps that integrate both primary research and first-party transactional data.

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Impactful journey exploration lives at the intersection of modern data science and an empathetic understanding of human behavior.

Christine Cottrell - EVP