Customers | Part 2: Customer Journey Map

In this episode, Daniel McGowan (Head of Digital Marketing) and Rashan Senanayake (Head of Design) explore the concept of the customer journey map and why it is critical for both marketing and design. The discussion breaks down the customer journey from two perspectives. From a marketing lens, it focuses on how customers move from awareness through to action using structured funnels. From a design lens, it looks at the full experience a customer has across every touchpoint, including elements that are often overlooked. The episode highlights that a strong customer journey map is not just about attracting customers, but about shaping how they experience your business at every stage. This includes first impressions, ongoing interactions, and what happens after a purchase or engagement. The conversation also distinguishes between product-based and service-based journeys. Products often follow a shorter, more transactional path, while services require ongoing engagement and adaptation as customer needs evolve. This episode is designed for small business owners, founders, and professionals who want to better understand how to structure and improve the full experience their customers have with their business.