Syniverse Customer Journey Mapping

Syniverse is a global technology and business services company. They partner with telecommunications and enterprise businesses to help them exchange information, money, and messages. My colleagues and I were tasked with mapping Syniverse's current customer journey. We wanted to see how Syniverse's users were actually using their product and perceiving the company's messaging and actions. We hosted an in-person internal workshop, developed an interview guide and conducted 25 external interviews. From there, I created a visual map representing the stages, touchpoints, and experiences a customer goes through while interacting with Syniverse's products and services.