Customer Journey Observation
See the path your customers actually walk, not the one on paper
A three-week study following real journeys from first contact through aftercare, reported as observation rather than judgment.
Return homeThe promise
By the end of this engagement, you will have a written account of what customers actually experience across the full path — from the first message they send you, through to how you follow up after they've bought something. It will show you the moments that matter, described plainly enough to act on if you choose to.
Customer's side
"I never knew if my order had actually gone through until three days later."
The problem
Many companies with a genuinely good service still find repeat visits flat or complaints slowly rising, without a clear sense of why. Often nobody inside the company has actually walked the path a new customer takes, start to finish, in one sitting — the view from inside is always partial.
"Everyone does their part well. Somehow it still doesn't add up to a smooth experience."
The solution
We follow at least five complete journeys as a customer would experience them — enquiring, waiting, purchasing, receiving, and being followed up with. Nothing is staged for our benefit. The result is a description of the sequence as it actually unfolds, including the silences between steps.
"They noticed the two-day gap between confirmation and shipping that we'd stopped seeing."
The experience
Week one
Scope is agreed and the journeys to be followed are identified together with you.
Weeks two and three
Journeys are followed in real time, with observations recorded as they happen rather than reconstructed afterward.
Close
The written record and touchpoint map are delivered, followed by a session to talk through what they show.
The investment
¥26,500
This covers observation of five or more complete journeys over three weeks, a written record describing what was found, a touchpoint map showing where friction occurred, and a session with your team to walk through the findings together.
If your team has a specific touchpoint of concern, let us know when scoping — the five journeys can be weighted toward it.
The proof
Effectiveness here is measured by specificity: whether the record identifies a moment a company can actually change, rather than a general impression it already had. Progress is tracked by revisiting the same touchpoints on request, in a later, separate engagement, to see what shifted.
A realistic timeline: most clients act on one or two findings within the first month after receiving the record.
The guarantee
Scope is agreed in writing before fieldwork begins, so there are no surprises about what is covered. If the record doesn't reflect the touchpoints you asked us to look at, we will revisit it with you at no additional cost.
A brief, no-obligation conversation before booking is always available if you'd like to talk through whether this is the right fit first.
Next steps
Send a short note through the contact form describing your company and what prompted you to consider this. We'll reply with questions about scope and, once agreed, arrange a start date for fieldwork.
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← Back to all offersIf you'd like to see this applied to your own company
Send a note and we'll talk through the scope together.
Get in touch