Digital Customer Blueprint
2023Digital Customer Blueprint was a collaborative journey mapping platform developed at PwC to help organisations visualise, analyse, and improve end-to-end customer experiences.
The platform enabled cross-functional teams to map customer journeys, identify pain points, collaborate in real time, and align stakeholders around a shared understanding of the customer experience.
The Challenge
Customer journey mapping is often fragmented across workshops, spreadsheets, slide decks, and documentation. Teams lacked a single source of truth and struggled to collaborate effectively across departments and locations.
The challenge was to create a platform that could support complex journey visualisation while enabling multiple stakeholders to collaborate simultaneously.
My Role
- Frontend engineering
- Product and UX collaboration
- Real-time collaboration features
- Architecture and component development
- Integration with backend services
Solution
I helped build a feature-rich web application that allowed teams to create, edit, and share customer journey maps in a collaborative environment.
Key features included:
- Real-time collaboration using WebSockets
- Live cursor and content updates across multiple users
- Inline commenting and discussion tools
- Journey mapping and visualisation interfaces
- User permissions and access controls
- Rich data modelling for customer touchpoints, pain points, and opportunities
The platform was built using React and modern frontend architecture patterns, with a strong focus on responsiveness, scalability, and usability.
Impact
The platform became a central tool for customer experience teams, providing a shared workspace for collaboration and decision-making.
For me, the project was particularly meaningful because it combined complex UX challenges with real-time engineering problems, requiring close collaboration between design, product, and engineering teams to deliver an intuitive experience for users.