Services
Customer Journey Mapping for High-Stakes Web & Ecommerce Projects

Customer Journey Mapping for High-Stakes Digital Projects in the US

We design customer journeys that are grounded in data, aligned with your business goals, and ready for scalable, cloud-native execution. From first click to long-term loyalty, every step is mapped, measured, and optimized for your website or Shopify ecommerce experience.

Scope of work

What is included in Stralya’s Customer Journey Mapping service?

Our Customer Journey Mapping engagements are structured to give you strategic clarity and operational detail. Whether you are planning a new platform, rethinking an existing website, or preparing a Shopify ecommerce relaunch, you gain a precise view of how users should move through your digital ecosystem—and what your teams need to deliver at each step.

Core components of the engagement

Stakeholder interviews and alignment workshops with your leadership, product, marketing, and ecommerce teams.

Review of existing analytics, funnels, CRM data, and qualitative feedback to understand real user behavior across your website and, where relevant, your Shopify store.

Persona definition or refinement for your key customer segments in the US and any priority international markets.

Future-state journey maps with optimized paths for each priority persona and scenario, including key workflows such as lead generation, checkout, and account onboarding.

Identification of friction points, gaps, and opportunities across channels and devices, from mobile and desktop to social and email.

Content, feature, and integration requirements associated with each critical touchpoint, including dependencies for web and Shopify website development services.

Content, feature, and integration requirements associated with each critical touchpoint, clearly structured so your web or Shopify development company can execute without ambiguity.

Content, feature, and integration requirements associated with each critical touchpoint, prioritized to support phased delivery and measurable impact.

"Handover documentation suitable for product, UX, engineering, analytics, and ecommerce teams, as well as external web or Shopify website designers."

Optional add-ons for US-based organizations

On-site workshops in your US offices for executive alignment and decision-making, including joint sessions with internal or external web and Shopify web development partners.

Competitive journey benchmarking against leading US and global digital experiences, including best-in-class Shopify website design and ecommerce flows.

Usability testing sessions with target users to validate key parts of the proposed journeys, such as checkout, lead forms, and account creation on your website or Shopify store.

Usability testing sessions with target users to validate key parts of the proposed journeys, providing actionable insights for your web and Shopify website design teams.

Usability testing sessions with target users to validate key parts of the proposed journeys, feeding into iteration cycles and future website or Shopify web development sprints.

Every engagement is tailored to your context: industry, regulatory environment, internal capabilities, and growth ambitions. From real estate platforms and financial services to government portals, SaaS products, and Shopify ecommerce stores, we adapt the depth of mapping and documentation to match the criticality of your project.

Outcomes you can expect from Customer Journey Mapping

Clear, aligned vision of the ideal user journey

Your leadership and delivery teams share the same, documented understanding of how users should move from awareness to loyalty, reducing internal friction and decision paralysis—across both your website and any Shopify ecommerce experiences.

Higher conversion and engagement rates

By removing friction, clarifying value propositions, and structuring calls-to-action, you increase the likelihood that users complete key actions: inquiries, sign-ups, bookings, applications, or online purchases on your Shopify or other ecommerce platforms.

A roadmap that is realistic to deliver and scale

Because our journeys are designed with technical constraints in mind, your teams receive a roadmap they can implement on your current or future cloud stack—including custom web and Shopify website development—without constant rework.

Reduced project risk and vendor dependency

With well-documented journeys and requirements, you are less dependent on any single vendor. You gain control over your digital assets and can switch, scale, or onboard web and Shopify web development partners with confidence.

Measurable performance across the full funnel

Our measurement framework ensures that every critical step of the journey is tracked—from initial visit to repeat purchase—enabling continuous optimization and transparent reporting to stakeholders.

Our approach

How we run a Customer Journey Mapping engagement

Our process is structured, collaborative, and designed to minimize risk for your team. Each phase is time-boxed and delivered under a fixed-price model, so you know exactly what you will receive and when.

We start by clarifying your business objectives, target segments, and current challenges in the US market. Through workshops with your leadership, product, ecommerce, and marketing teams, we define success metrics and prioritize the journeys that matter most for your organization—across your website, Shopify store, and other key touchpoints.

We analyze existing analytics, funnels, CRM data, and customer feedback to understand how users behave today. We then map your current journeys across channels (search, social, email, paid media, partner referrals, and offline touchpoints) and identify friction points, drop-offs, and inconsistencies that limit website and Shopify ecommerce performance.

Based on your goals and constraints, we design optimized journeys for each key persona: from first contact to conversion and post-purchase engagement. We define expected user actions, content needs, and technical requirements for each step, ensuring that the journeys are realistic to implement on your current stack—whether that includes a custom website, Shopify web development, or other ecommerce platforms.

Not every improvement needs to be delivered at once. We help you prioritize quick wins, high-impact changes, and structural redesigns. The result is a clear, phased roadmap that your internal teams or Stralya’s delivery team can execute with confidence, including workstreams for web and Shopify website development where relevant.

We define KPIs, tracking requirements, and analytics events to monitor each journey once implemented. You receive structured documentation, diagrams, and recommendations that can be used by your product, marketing, ecommerce, and engineering teams, or as the foundation of a fixed-price web or Shopify development project with Stralya.

Find Commonly Asked Questions

This service is designed for US-based organizations that manage high-stakes digital assets: transactional websites, customer portals, SaaS platforms, Shopify ecommerce stores, or critical information services. Typical stakeholders include CTOs, Heads of Digital, Ecommerce Directors, Product Owners, and Digital Transformation leaders who need a clear, actionable view of their user journeys before committing to major web or Shopify website development work.

We do both. Many of our engagements are for existing platforms that are underperforming or have been delayed by previous vendors. In these cases, Customer Journey Mapping is often the first step in a broader “project rescue” effort, allowing us to stabilize the experience, remove friction, and prepare the product—whether it’s a website or a Shopify ecommerce storefront—for future evolution.

You receive current-state and future-state journey maps for your key personas, a prioritized list of issues and opportunities, a phased implementation roadmap, and a measurement framework with recommended KPIs and tracking events. All deliverables are structured so they can be executed by your internal teams or by Stralya under a fixed-price web or Shopify website development engagement.

For a focused scope (one product and a limited set of personas), engagements usually take between 2 and 4 weeks from kick-off to final handover. More complex ecosystems with multiple brands, markets, channels, or ecommerce stores can require additional time. In all cases, we define timeline and scope upfront as part of our fixed-price model.

Yes. Customer Journey Mapping is often the first phase of a full fixed-price project with Stralya. Once the journeys are defined and validated, our cloud-native web development team—and our Shopify web development specialists where needed—can design, build, and maintain the required interfaces, integrations, and analytics, ensuring that the mapped journeys become a robust, measurable reality.

Case Studies