Challenge 01
A Disjointed Experience
Marketing, sales, and service each optimise their own stage, and the seams show to the customer.
SEE THE WHOLE PATH
Customer Journey Mapping Every touchpoint, and every place value leaks.
End-to-end mapping of how customers move from first awareness to repeat purchase, with friction, emotion, and drop-off marked where they genuinely occur.
Customers experience one continuous journey. Most organisations manage it as a series of departments who never compare notes.
Orka Digital has designed websites, booking flows and digital services for Australian businesses since 2009, and maps journeys across both online and offline steps, working from St Marys in Western Sydney.
PROJECT TIMELINE
3–5 weeks
Project stages
Step by step
How the work progresses
Start
Collect
Map
Validate
Prioritise
Illustrative project timeline (3–5 weeks). Your scope sets the actual schedule.
Timeline
3–5 weeks
Research & workshops
View
One
Shared journey
Covers
On & offline
Every touchpoint
Output
Actions
Ranked & owned
The challenge
Signs You Need Customer Journey Mapping
Three signs this is the right conversation to be having.
Challenge 02
Unexplained Drop-off
You can see where people leave but not what happened just before they did.
Challenge 03
Blind To Offline Touchpoints
Phone calls, showroom visits, and post-sale service never appear in the digital picture.
What we deliver
What Customer Journey Mapping Delivers
The work itself, written down: what you receive and what each part includes.
01/04
Journey Map
Stages, actions, channels, questions, and emotional state across the full lifecycle.
What's included
- Every stage from first search to repeat
- Customer goals at each step
- Emotions and questions along the way
- Online and offline touchpoints
Why Orka Digital
Our Edge
Three commitments that shape how we deliver this work.
Online And Offline
We map phone calls, visits and paperwork as well as web pages, because that is where many journeys actually break.
Learn moreValidated With Customers
The draft journey is checked against real customer evidence, not just agreed in a workshop.
Learn moreEnds In Action
Every map comes with a prioritised, owned list of fixes, so it changes something.
Learn moreOur Process, Step By Step
Each stage produces something you can review, so nothing moves forward without your agreement.
Phase 01
Collect
Pull analytics, CRM records, support tickets, reviews, and frontline staff observations.
Phase 02
Map
Build the current-state journey in a workshop with the people who own each stage.
Phase 03
Validate
Check the map against real customer accounts rather than internal assumption.
Phase 04
Prioritise
Rank the friction points and agree which ones get fixed in the next quarter.
Phase 05
Act
We help you start the highest-priority fixes and agree how progress will be measured.
What we measure
Judged on what it changes.
We agree up front how the work will be judged, then report against it.
01
Friction Points Found
Places customers get stuck, each with supporting evidence.
Reported: at handover
02
Actions Agreed
Fixes ranked by impact and effort, each with an owner.
Reported: at handover
03
Drop-Off Rate
Abandonment at the key steps, measured before and after changes.
Reported: before & after
04
Time To Complete
How long key journeys take customers, start to finish.
Reported: before & after
Client work
Work for Australian brands, since 2009.
A selection of the businesses we have supported with web design, development and digital marketing. Open any project to see what we delivered.
Web design, development & marketing
Health & NDIS · Australia
Embrace Ability
A custom website and NDIS marketing for a registered provider.
Read case study
eCommerce design & development
eCommerce · Australia
Eco Care Group
An online store for an Australian-made hygiene brand.
Read case study
Web design & development
Health & NDIS · Australia
Beyond Care Australia
A custom-built website for an Australian care provider.
Read case studyPlans & pricing
Customer Journey Mapping / Options
Every engagement is scoped and quoted after a short discovery call, with a fixed price and timeline agreed before work starts. Call 1300 189 687 or email info@orkadigitals.com.au.
Single Journey
Map one critical journey properly.
On Quote
tailored to scope
- One customer journey
- Evidence from data and interviews
- Friction inventory
- Prioritised action list
- Service blueprint
- Stakeholder workshops
Recommended
Journey Programme
Your main journeys, front and back stage.
On Quote
tailored to scope
- Up to three journeys
- Customer validation
- Service blueprint
- Friction inventory
- Prioritised action plan
- Stakeholder workshop
Journeys + Redesign
Map it, then fix the biggest problems.
On Quote
tailored to scope
- Everything in the programme
- Redesign of top friction points
- Prototype and test fixes
- Implementation support
- Before-and-after measures
- Follow-up review
Client Testimonials
Australian Businesses We Work With
Feedback from organisations that chose to plan and build properly.
“Highly professional and creative team. Anna and Robert are a delight to work with, extremely friendly and patient. They did an exceptional job for us. Thanks guys!”
Rustam Sandhu
Ivisapoint
“Excellent work quality and hard working team. Very happy with their service and fast delivery of the products.”
Abdur Rahman
Techno Point
“Looking forward to working again with this dynamic and hard working team.”
Ashraf
ECO Care Group
Trusted by Australian brands since 2009
Foodworks · IGA · Pizza Hut · Hills · SMG Group · Beyond Care Australia · Eco Care Group
Foodworks & IGA
National grocery groups
Pizza Hut
Hospitality brands
Beyond Care & Embrace Ability
NDIS & care providers
FAQ
Answering Your Questions
Straight answers to what clients ask before starting this work.
Have a different question?
Our experts are ready to audit your online presence and guide your path forward.
Get in TouchA funnel counts conversion between stages. A journey map explains the behaviour and emotion that produce those numbers.
Yes, and it is often where the largest unclaimed value sits, since retention is cheaper than acquisition.
Anyone who touches the customer, particularly frontline sales and service staff. They know where it breaks.
People from sales, service and operations who deal with customers, plus a decision-maker. Different views are what make the map accurate.
Personas describe who your customers are; journey maps show what they go through. They work best together.
A clear visual map plus editable files, and the evidence behind each step.
Ready to see your service
the way
customers do?
Book a free scoping call. We will choose the journey that matters most and plan how to map it.
Book a scoping call No obligation. Just a clear plan.
No obligation
100% free consultation
Expert guidance
Tailored to your goals
Actionable insights
Real strategies that work