Services
Customer Journey Mapping for High-Stakes Digital Projects

Customer Journey Mapping for High-Stakes Digital Projects in Dubai

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

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 or rethinking an existing one, 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, and marketing teams.

Review of existing analytics, funnels, CRM data, and qualitative feedback to understand real user behaviour.

Persona definition or refinement for your key customer segments in Dubai and the wider GCC.

Future-state journey maps with optimised paths for each priority persona and scenario.

Identification of friction points, gaps, and opportunities across channels and devices.

Content, feature, and integration requirements associated with each critical touchpoint.

"Handover documentation suitable for product, UX, engineering, and analytics teams.

Optional add-ons for Dubai-based organisations

On-site workshops in Dubai or the wider UAE for executive alignment and decision-making.

Competitive journey benchmarking against leading regional and global digital experiences.

Usability testing sessions with target users to validate key parts of the proposed journeys.

Every engagement is tailored to your context: industry, regulatory environment, internal capabilities, and growth ambitions. From real estate platforms and financial services to governmental portals and SaaS products, 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.

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: enquiries, bookings, applications, or purchases.

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 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 partners with confidence.

Measurable performance across the full funnel

Our measurement framework ensures that every critical step of the journey is tracked, enabling continuous optimisation and transparent reporting to stakeholders.

Our approach

How we run a Customer Journey Mapping engagement

Our process is structured, collaborative, and designed to minimise 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. Through workshops with your leadership, product, and marketing teams, we define success metrics and prioritise the journeys that matter most for your organisation in the UAE and wider GCC.

We analyse 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, partner referrals, offline touchpoints) and identify friction points, drop-offs, and inconsistencies.

Based on your goals and constraints, we design optimised 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 stack.

Not every improvement needs to be delivered at once. We help you prioritise 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.

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, and engineering teams, or as the foundation of a fixed-price development project with Stralya.

Find Commonly Asked Questions

This service is designed for organisations in Dubai and the wider GCC that manage high-stakes digital assets: transactional websites, customer portals, SaaS platforms, or critical information services. Typical stakeholders include CTOs, Heads of Digital, Product Owners, and Digital Transformation leads who need a clear, actionable view of their user journeys before committing to major 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 stabilise the experience, remove friction, and prepare the product for future evolution.

You receive current-state and future-state journey maps for your key personas, a prioritised 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 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, or channels 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 can design, build, and maintain the required interfaces, integrations, and analytics, ensuring that the mapped journeys become a robust, measurable reality.

Case Studies