See your service through your users’ eyes
People drop off, call your helpdesk or give up halfway. We map the whole journey, online and offline, with the people who go through it. Then you see where it breaks and what to fix first.
What is User flow & customer journey at Juwix?
Customer journey mapping and user flows by Juwix: see where people get stuck, online and offline, and what to fix first. For websites, apps and internal processes.
Last updated · Juwix, Antwerp
- Who it is for
- Organisations with a process or customer journey where people get stuck or drop off.
- What you get
- An end-to-end journey map; user flows for the key scenarios; friction points, ranked by impact; recommendations for every step.
- How it works
- Map what is there → Follow real people → Find the friction → Design the new flow
- Where
- From Antwerp, for clients across Belgium and Europe.
- Often combined with
- Flow optimisation and UX/UI design
Sounds familiar?
- People drop off, and we don’t know where.
- Our helpdesk gets the same questions every day.
- Every team only knows its own part of the process.
What we do
Map what is there
We walk through the journey ourselves and with your team. Every channel, every hand-off.
Follow real people
Interviews or observation with users. Where do they hesitate, and what do they expect?
Find the friction
We mark the moments that cost time, trust or money, and the ones that matter most.
Design the new flow
User flows for the key scenarios, ready for design or for your own team.
What you get
- An end-to-end journey map
- User flows for the key scenarios
- Friction points, ranked by impact
- Recommendations for every step
In practice
DecathlonOne dashboard for every product test
Our part: From a product-centred to a study-centred user journey.
Read the Decathlon case
Le Mas du Bois d’AnglarsA holiday home you can feel before you book
Our part: A booking flow without plugins: a request through Google Calendar, then a confirmation by email.
Read the Bois d’Anglars case
Doctors Without Borders BelgiumA website that works for every donor
Our part: Four personas mapped on the donor journey.
Read the MSF case
Often combined with Flow optimisation and UX/UI design.
Questions
What is the difference between a journey and a user flow?
A journey shows the whole experience, also outside your website: an email, a phone call, a letter. A user flow zooms in on one task, screen by screen.
Is this only for websites?
No. It also works for internal processes, like a request that passes through three departments, or an internal tool.
What do we do with the map afterwards?
You use it to choose what to fix first. We can design the fix with you, or hand it over to your team.
Where do you work?
Juwix is a small studio in Antwerp, Belgium. We work with clients across Belgium and the rest of Europe.