Mapping the Customer Journey

user experience design
service mapping

Global transaction and software solution bCode developed a unique mobile scanning technology which can be used to deliver and authenticate tickets, coupons, loyalty identities and payment credentials to any type of mobile device.

With a complex product that was gaining market traction and rapidly growing team, they needed a way to onboard staff, customers and users onto a service that was evolving at lightning speed.

Kickstand focused the attention internally, working with the team to map the end-to-end service journey. Visualising the relationship between the backend technology, hardware, people and process.

In addition to uncovering many areas of opportunity for customer experience improvements, the map was printed in large format along the wall of the office and used to onboard new staff and facilitate internal project conversation.

"The team at Kickstand Design have brought professionalism and clarity to all of the projects we have worked on. Their ability to facilitate workshops, engage team members and conduct independent research has brought a fresh perspective to our product development. Kickstand Design has been kicking goals for us since their very first project and we continue to use them on a regular basis.”
Sean Edmiston
CTO, bCode