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?

Inability to design, view, and update journeys across enterprise

Identifying all journeys and developing a Journey Atlas (a central repository for all journey designs) is a critical step in becoming customer centric.

Journey version control is difficult

Journey designs keep evolving through iterations, agile testing, and new technologies. Effective version control and a consistent design approach are essential.

Linking journey, IT, and process improvement is problematic

Journeys intact with systems and business processes. Journey maps need to be able to show how, when, and where, systems interact.

Difficulty identifying investment ROI

Capabilities drive processes and journeys. Without clear, data-backed maps, it’s hard to know where to invest for the greatest impact on experience and future behaviors.

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.