nodal.

Making every interaction work better for everyone involved.

It's about understanding the full journey someone takes with your organisation: the frustrations, the moments of delight, and everything in between, then redesigning those touchpoints to work better for everyone involved.

When working with a major insurance provider, we observed that customers experienced frustration during claims processes, while staff felt disconnected from the broader customer journey. Through workshops and real-time observations of staff-customer interactions, we developed a comprehensive journey mapping framework.

Rather than imposing solutions, we created tools and templates that enabled teams across different departments to map their specific touchpoints and identify improvement opportunities independently. Staff could see how their daily work connected to the overall customer experience, while management gained visibility into operational bottlenecks.

The result was improved customer satisfaction scores, faster service delivery, and more efficient operations. Teams continued using the framework beyond the initial project, building their capability to identify and address experience issues as they emerged.

Real world example: Journey mapping for insurance claims