Our Research Backed Approach Combines Strategy,
Design and Execution
CREATE
Clue Ideation Workshop
Experience Motif™
Experience CluePrint™
Experience Metrics
Advanced Journey Mapping™
Clue Ideation Workshop: Generate preferential experience clues that align with emotional and brand strategies.
● Description: A distinctive process for creating preferential experience clues for entire experiences or sub-experiences. Uses the Experience Motif™ and brand strategy as filters to ensure alignment. Designed to create clues that fully leverage the “Emotional Journey Map™.”
● Benefit: Drives creation of enhanced and aligned experience clues; reinforces emotional value creation for customers; fosters a holistic perspective among cross-functional teams
Experience Motif™ Development: Define the emotional “end frame” customers should feel at every stage of the customer journey.
● Description: A collaborative process to define the emotional “end frame” that an organization aims to deliver to customers, aligned with brand strategy and core values.
● Benefit: Creates a unifying design lens for all experience initiatives; drives cross-functional alignment on emotional priorities.
Experience CluePrint®: Visualize and organize customer interactions to design seamless, emotionally rich experiences.
● Description: A pictorial method for capturing and organizing humanic and mechanic clues across the experience flow—similar to a construction blueprint.
● Benefit: Serves as a road map for experience design and implementation; conveys prioritization of clues to deliver a managed total experience.
Experience Metrics: Connect emotional engagement to outcomes like customer loyalty, retention, and profitability.
● Description: A measurement framework linking emotional engagement to traditional business outcomes (retention, profitability, loyalty, etc.).
● Benefit: Demonstrates cause-effect relationships between experience clues and business performance; enables ROI tracking for experience initiatives.
Advanced Journey Mapping™: Move beyond process-driven maps to uncover the emotional drivers of customer engagement and advocacy.
● Description: Experiences don’t live in processes or tasks—they live in minds. And in those minds, they’re remembered emotionally. Emotional Journey Mapping™ is a method designed to go beyond traditional journey maps, which often focus on steps and pain points, to uncover the emotional undercurrents that shape customer perception and behavior. This approach examines the feelings—both conscious and unconscious—that customers experience at each interaction, revealing the truth behind loyalty, preference, and advocacy.
● Benefit: By identifying where positive emotions can be amplified and negative emotions reduced, Emotional Journey Mapping™ provides the foundation for creating experiences that truly connect. It allows organizations to craft journeys that evoke the right feelings, forging relationships that endure and differentiating in a world where functional differences fade.