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Customer Journey Mapping

Financial constraints highlight the need for cost effective services that can be linked to evidence of positive outcomes. Qualitative evaluation is increasingly important for demonstrating impact and informing decisions.

Customer journey mapping can be used to demonstrate impact or improve a service by finding out how people interact with it. It records each step of a customer's journey.

Customer journey mapping helps:

  • track and describe a customer’s experience at each stage of their journey
  • understand a customer’s thoughts and feelings
  • capture customer feedback
  • challenge presumptions surrounding service delivery
  • compare the current situation with the ideal
  • redesign the customer journey
  • shape strategy and policy
  • deliver efficiency savings
  • improve customer experiences
  • satisfy customers making them cheaper and easier to support

Case Studies

  • LB Tower Hamlets Early Help

    A series of training courses have been delivered to the Tower Hamlets’ Children Social Care, schools, the voluntary sector and wider partner organisations responsible for providing Early Help support.
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  • Integrated Multi-Agency Front Door Services – Halton

    Halton Borough Council is in the process of further developing and implementing an integrated multi-agency approach to supporting children, young people, families and vulnerable adults across the continuum from Early Intervention to statutory safeguarding services.
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  • Stockton - Strategic Partnership Away Day

    We facilitated a session between Stockton Borough Council and Family Action who have been awarded a contract to deliver services across the area. Over a full day we worked with key senior leaders to consider vision, aims, risks and governance and create an action plan for the next few months.

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  • Buckinghamshire Council Family Support Service - Staff support and Supervision

    We provided a 2 day practical program for managers and seniors responsible for providing supervision for staff working with children and families.
    Read More
View all Case Studies

What our clients say:

  • I have worked with Interface for some time. I find that they are knowledgeable and experienced, with a depth of understanding and have long experience of 'what works' in working with troubled families.

    Service Manager Catch22 Intensive Family Intervention Projects

  • We set a very challenging timetable for the piece of work we commissioned. Interface developed an approach which both met our time frames, but also provided an incredibly robust and challenging assessment. The combination of the 2 associates with different backgrounds was a benefit to the project and outcomes as it meant we received challenge from a number of angles.

    Project Manager Children and Families Commissioning Team

  • I was encouraged to do this course by my manager and was very nervous as at 58 I had not carried out this sort of learning which needed assignments for years. I was apprehensive. The tutor was supportive throughout and my confidence has built. I passed with her support and am delighted. It supported me to go for the next level job which I got!

    Learner RBKC Level 5

  • Super training. Really made me think about my approach and the way with work with children and families. This should be mandatory training across the partnership. The trainer was fantastic at supporting us and really knowledgeable about the subject area. Thank you!

    Brighter Futures for Children, Learner

  • I would encourage all of my colleagues to attend this training. Excellent tutor with great knowledge base. Very informative with an ability to captivate an audience - excellent.

    Learner on Common Mental Health Issues and their Impact on Families

  • C-Change training challenges practitioners to really think about how collaboratively they work with parents and to ensure that parents understand what and why they need to change through the development of clear and realistic goals in addition to helping them understand their barriers to change. The practice manual sets the approach out clearly and enables to practitioners to match the questions and tools to the specific needs of the parent(s). The training was delivered in an engaging and interactive way enabling participants be begin to apply the approach to practice and therefore leaving the training confident about their ability to integrate the approach into their practice.

    Jason Caldwell, SEHSCT Northern Ireland

  • Clare was friendly and supportive at all times, her knowledge and passion for the course was obvious and infectious. The information was delivered in a fun and interactive way and i looked forward to attending the training days. The work load at times was intense but manageable and Clare was available to offer support if it was needed, the feedback and guidance was clear and consistent.

    Level 4 Working with Children, Individuals and Families, Learner

  • I didn't think that I was a leader until I attended this course and I feel so differently now - empowered and passionate. Fantastic course. I even enjoyed the assignments as it made me really think about my practice. I have learnt a lot about myself.

    Level 5 Leadership and Management Qualification - Working with Children, Individuals and Families learner

  • My own personal confidence in my practice has increased immensely from doing this course. I now know the theory behind my interventions with the families I work with and how this impacts positively on their lives.

    Learner, Level 4 Working with Children, Individuals and Families

  • The training has improved outcomes for families and challenged the staff on being focussed on making improvements. The trainer was excellent.

    LB Croydon

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