Customers move seamlessly. Your organisation doesn’t.
People switch between channels without thinking, expecting one consistent experience throughout.
Experience Mapping
Map and understand the complete experience across channels, products and touchpoints to identify where expectations, channels and touchpoints become disconnected and where meaningful improvements should happen.
Fixed Price
£3,995 + VATor PAYG
Designed for
- One end-to-end experience
- Multiple channels and touchpoints
- Products, services and supporting journeys
- Existing evidence and customer context
- Two-week engagement
Need something different? Larger or more complex projects are usually better suited to a bespoke engagement.
How do I know if my project is the right fit? ↓What an experience map actually is
People don’t separate channels. They remember one experience.
Experience Mapping helps you understand how people move across products, services, channels and touchpoints as part of one continuous experience.
Rather than focusing on a single service or journey, the engagement looks at the wider ecosystem, helping identify where expectations change, experiences become disconnected and opportunities exist to improve the overall relationship with your organisation.
You’ll leave with a shared understanding of the complete experience and where improvements will create the greatest long-term value.
Common problems
Nobody owns the complete experience
Different teams own different touchpoints, making it difficult to improve the experience as a whole.
Critical moments go unnoticed
Small interactions often have the biggest influence on how people remember the overall experience.
You’re planning change across channels
Understand the wider experience before deciding where improvements should happen.
Why work with me
People judge experiences as a whole, not as individual interactions.
Organisations often optimise individual touchpoints while overlooking the complete experience people actually remember.
I combine service design, user research and systems thinking to understand how experiences connect across channels, where expectations change and where improvements will have the greatest impact.
You’ll leave with an experience map that helps teams improve the whole experience rather than isolated moments.
Is this right for you?
- 01
People use multiple channels
Understand how customers move between touchpoints rather than reviewing them individually.
- 02
Teams see different parts of the experience
Create a shared view of how products, services and channels connect.
- 03
Moments that matter are unclear
Identify the interactions that shape perception, trust and future behaviour.
- 04
You’re planning broader improvement
Understand the complete experience before investing in change.
What you’ll receive
Kick-off session
A focused discussion covering the experience, audiences, channels and objectives.
Experience mapping
Mapping of the complete experience across relevant products, services and touchpoints.
Experience opportunity analysis
Identification of expectations, pain points, moments that matter and improvement opportunities.
Prioritised improvement opportunities
Clear recommendations explaining where improvements should be focused first.
Playback session
A collaborative walkthrough of the experience map and recommended next steps.
Written summary
A concise document supporting future product, service or transformation decisions.
What’s not included
- Detailed service blueprinting
- Future-state service design
- Primary user research
- Workshop facilitation beyond agreed scope
- Implementation support
Example deliverables
01
Experience Map
A map of the complete experience across products, services, channels and touchpoints.
02
Experience opportunity analysis
Summary of where expectations break down and where improvement opportunities exist.
03
Prioritised improvement opportunities
Clear recommendations explaining what should improve first and why.
04
Prioritised action plan
A practical list of next steps ready for planning.
Typical timeline
Week 1
Kick-off and experience mapping
Kick-off, evidence review and experience mapping.
Week 2
Opportunity analysis and playback
Experience refinement, opportunity analysis, playback and recommendations.
Frequently Asked Questions
What kinds of experiences is this designed for?
Every Experience Mapping engagement focuses on understanding one complete experience across multiple channels, products, services or touchpoints. Typical examples include: • A customer experience across digital, phone and in-person support. • A multi-product onboarding experience. • A cross-channel customer support experience. • A membership or account management experience. • A service ecosystem involving multiple teams or platforms. Larger or more complex projects are usually better suited to a bespoke engagement.
What’s the difference between Experience Mapping and Customer Journey Mapping?
Customer Journey Mapping focuses on a specific service or journey. Experience Mapping looks more broadly at how people move across multiple channels, products, services and touchpoints over time. If Journey Mapping helps you understand one service, Experience Mapping helps you understand the wider relationship people have with your organisation.
Do we need existing research?
No, but it helps. Experience Mapping can use existing research, analytics, customer feedback and stakeholder knowledge. Where evidence is limited, the engagement will identify where further research would add the greatest value.
What happens after Experience Mapping?
You’ll have a shared view of the wider experience, prioritised improvement opportunities and practical recommendations to support future product, service or transformation work.
Where are you based?
I’m based in Manchester, UK and work with organisations across the UK, Europe and internationally. Most projects are delivered remotely, although I’m happy to travel for workshops, stakeholder sessions and key project milestones where required.
Do you work remotely?
Yes. Most projects are delivered remotely using Microsoft Teams, Google Meet or Zoom. Working remotely allows me to support organisations across the UK and internationally while remaining flexible and cost-effective.
Will I work directly with you?
Yes. Every project is delivered by me. If additional specialist support is ever needed, I’ll discuss it with you first, but you’ll always work directly with me throughout the project.
Can you work alongside our existing team?
Absolutely. Many clients already have designers, researchers, developers or product managers in place. I can provide additional capacity, independent advice or senior support without disrupting the way your team already works.
Do you only work with large organisations?
No. I’ve worked with startups, SMEs, agencies, charities, public sector organisations and global enterprises. Every engagement is tailored to the size, complexity and goals of the organisation.
What if my project doesn’t fit one of your fixed engagements?
The fixed engagements are designed around the most common types of engagement. If your project requires something different, I’ll create a bespoke proposal based on your goals, timescales and scope.
How quickly can you start?
Availability varies throughout the year, but many fixed engagements can begin within one to two weeks. If you have an urgent requirement, let me know and I’ll always do my best to accommodate it.
Do you sign NDAs and work with confidential information?
Yes. Much of my work has involved commercially sensitive products, government services and confidential research. I’m happy to sign NDAs and regularly work with organisations where confidentiality is essential.
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UX, research and product leadership for teams tackling complex digital services.
Previous feedback
I had a fantastic experience working with Andy. One of his most impressive achievements during our time at NHS HEE was masterminding a deeply complex information architecture for a new platform that brought together a large number of legacy websites.
Will Parkhouse
Senior Content Designer
If you want to understand how people experience your organisation across every channel and touchpoint before investing in experience improvements, let’s discuss whether Experience Mapping is the right place to start.