QA 101

Customer Journey Insights

Your customers demand a cohesive omnichannel experience. With Applause, testers who resemble your customer demographics replicate your end-to-end journeys across digital and/or physical channels for a holistic view of your customer experience.

Gain a Holistic View of Your Customer Journey

From web to mobile to on-site, your customers expect a high quality end-to-end experience. With Applause, global brands build a comprehensive view of the customer experience through the eyes of their customers and across all touchpoints. Brands receive actionable insights to better understand:

  • Whether the design intent of your digital platforms and physical stores match customer expectations.
  • The friction points along the journey that caused customers to bail.
  • How the behavior of employees impacts more than just the physical customer experience.
  • How and when customers move between touchpoints and what problems are encountered.
  • How different customer personas utilize touch points along their journey.
  • The effectiveness of your marketing campaigns and promotions.
man in a grocery store on his phone
collage of people using a phone and kiosk in stores

Benefits of Customer Journey Insights with Applause

Leveraging a global community of vetted professionals, Applause will assemble and mobilize testers who match your target demographics to receive the most relevant feedback and data from your test cycles. Brands who partner with Applause to test their end-to-end customer journeys are able to reduce risk, launch faster, improve customer loyalty, and increase conversions.

Applause customer journey insights include:

  • User Experience Expert Hours: An Applause UX expert will help craft plans and surveys to maximize the value of your results.
  • In-Field or Digital Customer Journeys: Testers will replicate your end-to-end journeys across digital and/or physical channels.
  • Actionable Feedback: Testers will log bugs on any issues they find, answer structured feedback questions, and complete a post-journey brand experience survey.
"Learning from the app experience has helped us learn from the physical experience as well, melding the two together."
Customer Shake Shack White