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.

Human-Centered Design

Redefining an Institution

San Francisco Symphony’s new brand strategy and website design better positions its relevance for new and existing audiences while the experience design solves many ticket purchase and usability issues.
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"We partnered with Propane to reimagine and refresh the SF Symphony brand and website."

A Cure for Health Care Confusion

Kaiser Permanente asked us to create an online shopping experience featuring their new ACA plans.
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200K applications processed per year

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