Customer Journey Mapping

Customer Journey Mapping

Mapping your customer’s emotions and needs across your multiple brand touchpoints and through the conversion/retention funnel can become the launchpad of powerful innovation and efficiency maneuvers alike. Our clients use journey maps to align their teams and identify points of focus for improvement so they can better satisfy their customers.

Propane can launch customer research, visitation & observation research, or stakeholder interview engagements to create customer journey maps. These can be created with as light or deep a research engagement as is possible, but in either case, this powerful tool helps provide a solid foundation for any product and service design that follows.

Case Studies

Striking a Healthy Balance

Sutter Health’s new 500+ page website meets the needs of 21 use cases and unifies previously disparate web properties under a single-branded umbrella.
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500+ pages for 4 foundations and 24 hospitals

Redefining an Institution

The San Francisco Symphony needed a full brand and content strategy in order to better position the symphony and get to the root of flagging attendance and perception issues. The new brand positioning serves as a foundation for the content strategy which outlines the audiences and messaging across every type of digital and analog content type.
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We partnered with Propane to reimagine and refresh the SF Symphony brand and website.

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