Adobe CX
Enterprise Customer Journey Mapping
We partnered with Adobe to map the customer journey across their enterprise product suite. The work identified critical friction points in the onboarding and renewal stages that directly informed product and support strategy changes.
- Engagement: 2023–2024.
- Scope: Customer journey mapping, persona development, CX strategy.
- Scale: Enterprise, multiple product lines.
- Impact: Directly informed product roadmap priorities.
Adobe needed to understand the end-to-end customer experience across multiple product lines — Creative Cloud, Document Cloud, and Experience Cloud. Each had its own team, its own research, and its own assumptions. No one had a unified picture.
We conducted a synthesis exercise across existing research, customer interviews, and sales data to produce a unified journey framework. Then we mapped each product line against that framework, identifying where customers crossed product boundaries and where the experience broke down at the seams.
A consolidated journey map that aligned product, marketing, and sales teams around a single customer narrative. The maps surfaced three high-priority cross-product friction points that became the focus of the next planning cycle.
- 01 CX Strategy
- 02 Journey Mapping
- 03 Research Synthesis
- 04 Workshop Facilitation
- 05 Stakeholder Alignment