Contact

Customer Journey Mapping & Design

If you’re looking for expertise and support with customer journeys, then you’re in the right place. Our clients come to us at many different starting points and with a range of different business challenges. Our approach spans from mapping out ‘as is’ journeys, through to identifying solutions to optimise and planning for change. Our end goal is not to create pretty journey maps for our clients. It’s about equipping clients to use the customer journey as an actionable tool across the business.

What our clients say…

Sophia Browne
Customer Experience Director
Start Up Loans (British Business Bank)

Working with lens on the Start Up Loans (SUL) Customer Journey Mapping and Optimisation project has been transformative. From the beginning, lens demonstrated a deep understanding of our business challenges, taking a thoughtful approach that engaged all relevant stakeholders – including frontline teams, third-party partners, and, most importantly, our customers themselves. This inclusive process allowed us to gain a clear, consolidated view of the customer journey, bringing to light diverse customer needs and pain points.

 

The outcomes of this collaboration have been both significant and measurable. Through process refinement and customer-focused solutions, we reduced loan approval times, lowered complaints, and now consistently achieve monthly customer satisfaction scores averaging 90%.

 

Beyond operational improvements, lens introduced customer personas that have transformed our engagement strategies and service delivery. This fresh perspective equips us to meet customer needs more effectively at every touchpoint, ensuring a more consistent and relevant experience.”