Nobody knows your business like you do. Except perhaps, your customers.

customer journey mapping

The benefits of Customer Journey Mapping

Have you put yourself in your customer’s shoes? When we include actual customers in the map-making process, we learn first-hand what they think and feel about their interactions with you.

  • Learn how customers perceive your brand and offerings
  • Identify customer behaviors and their path to purchase
  • Discover your customer’s journey, their unmet needs and pain points
  • Optimize personalization and innovation
  • Improve customer experience and marketing ROI

Paragon’s customer journey maps gave us a 360-degree view of our auto claims process. By including the perspectives of our employees, contact center, claims teams and policyholders, we uncovered opportunities to improve the experience for all of these stakeholders.

Sharon Marburger, VP, Customer Experience – Penn National Insurance

Our Journey Mapping services & solutions

Discover and describe your customer’s perception of your offerings and how they experience your brand, with services & deliverables including:


• Persona Identification
• Participant Recruitment
• Surveys & Interviews
• Data Analysis


• Customer Journey Maps
• Future-State Journey Maps
• Decision Maps
• Service Design Plans
Engagement Plans
• Prioritization Roadmaps
• Action Plans

The Paragon difference

Each project is unique – from omnichannel to digitally-focused journeys. Paragon will tailor your journey mapping engagement to the level of detail needed to achieve your project goals, including:

Journey mapping can be for a specific journey
Journey mapping for single or multiple customer journeys

85% of professionals using customer journey maps found an increase in customer satisfaction, lower churn, fewer complaints, and higher NPS. (MyCustomer)

Penn National Insurance

Improving the Auto Insurance Claims Process

See how Paragon worked with Penn National Insurance to improve their customer experience strengths by digging deeper into a specific but common customer journey – submitting a personal auto insurance claim.

Clients we’ve served:

Our Blogs

Journey Mapping
From Journey Mapping to Message: Personalization that Matters
Turning Decision Maps Into Real Conversions
Turning Decision Maps Into Real Conversions
Journey Mapping Blog Series: Part 1, Understanding Journey Maps
Journey Mapping Blog Series: Part 1, Understanding Journey Maps

“A great customer experience isn’t about changing the customer into who you want them to be. Rather, it’s about understanding your customer and making the experience the one they need.”

– Matt Hummel, Chief Experience Officer, Paragon

We’re customer experience architects

See Our Services
Paragon uncovers deep customer insights to help organizations envision and execute their most complex digital objectives—and then managed, maintain and evolve them to exceed customer expectations.
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Envision with insight.

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Execute with confidence.

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Evolve with innovation.

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