Customer Journey Mapping for DirectView LED Videowall Mounting Solutions

Our Approach

Multi-Method Research Design:

Vertically Integrated Operations:

• We oversaw research lifecycle from recruitment to reporting, ensuring accurate, focused responses and practical recommendations.

Methodology

1. Immersion & Kickoff

• Analyzed previous customer NPS, product returns and complaint records.
• Identified hypotheses related to alignment accuracy, installation speed, and documentation shortcomings.

2. Stakeholder & Buyer Interviews

• Conducted interviews with AV/IT project managers, field engineers, and sales consultants
• Mapped role-specific viewpoints on quality assessment, support requirements, and procurement intricacies.

3. Quantitative Journey Survey Highlights

Firmographics Collected:

• Organization size, industry/sector, revenue range, and years of experience. 

Category Profiling & Journey Insights:

• Triggers for Third-Party Mount Adoption:
  • OEM solutions were not aligned properly or were insufficiently customized.
  • Heavy-duty installs or complex placements required advanced mounting.
     

• Key Touchpoints: Manufacturer websites, trade expos, peer records, and setup videos.
   
• Key Decision Influencers (MaxDiff analysis):
  • Display Compatibility
  • Ajustability in precision
  • Engineering assistance and alignment speed 

Behavioral Signals Integrated:

• Duration from request to quote delivery

• Drop-off patterns during spec sheet downloads
• Time to first support interaction post-installation

Customer Journey Insights

Advanced Analytics Used

• MaxDiff Analysis B2B: Ranked over 20 attributes of OEM mounting systems.
• Thematic Text Coding: Surface-level frustrations around installation speed, cable clutter, and misalignment.
• Segmentation: Grouped users based on type of use-case (e.g., outdoor, architectural limitations, heavy-weight)
• CRM Funnel Mapping: Determined latency in quote response as key dropout factor.

Strategic Recommendations

• Product & Documentation
  • Invest in quick-adjusting, flexible OEM mounting system ranges.
  • Ensure uniform access to 3D CAD files and an expedited quote generation tool.
  • Highlight aesthetic appeal and examples of challenging installations (e.g., concrete structures, exterior setups). 
• Marketing & Content:
  • Highlight aesthetic appeal and examples of challenging installations (e.g., concrete structures, exterior setups).
  • Emphasize effectiveness under difficult conditions.
• Channel Strategy:
  • Grow with high-touch partners like CDW AV solutions and AVI-SPL services.
  • Enhance educational visibility at trade exhibitions and AV conferences.
• Customer Success:
  • Provide installation drawings within 48 hours.
  • Tiered response SLA depending on complexity of the use-case.

Impact

This enterprise journey mapping exercise empowered the client to:

• Revamp GTM and onboarding for dvLED mounting solutions.
• Focus on enhancing installation speed advancements in the product roadmap.
• Realign their brand to emphasize precision, support, and trust- based on AV buyer decision making process.

This cohesive strategy not only enhanced technical sales coordination but also strengthened long-term brand support among AV/IT professionals and OEM field teams.