Discovery is a mapping and visualization tool that enables organizations to manage customer and employee journey design as an enterprise-wide capability.
We deliver it as a managed service.
Transform customer and employee experience
Supports the complete transformation of an end-to-end journey with a blueprint all teams can work from to reduce duplication and overlap.
Provides the ability to create and publish visually exciting, client-ready materials quickly.
The flexible structure enables implementation ready designs at sufficient levels of detail for agile teams.
Links the ‘outside-in’ (market and customer insights) with the ‘inside-out’ (organizational capability) to ensure greater customer focus and consistency.
Allows management of client materials in a single repository to enable easy collaboration, co-creation, and real-time journey refinement.
Consistently aligns brand design and delivery experience while removing graphic design costs.
Provides a pre-populated, industry best practice, journey template library and Six Pillar insights.
Adapts outputs to the desired level of journey transformation, whether that is incremental improvement or radical redesign.
Links journeys to capabilities, processes, and costs while supporting ROI modelling to prioritize investments.
What problems does KPMG Discovery solve?
What is a journey map?
A journey map is a visual representation of all the interactions a customer or employee has with an organization. It details the high-level stages of each journey, telling a clear story of their end-to-end experience.
Why is journey mapping important?
Journey mapping provides an in-depth analysis and understanding of the current state experience for customers and employees. It breaks down experience into the specific, individual touchpoints one has with an organization. Moving through the various touchpoints in the customer or employee journey gives the organization a first-person view of every interaction, from beginning to end.
