Case Study: NortonLifeLock improves onboarding and customer journey insights with Gold Research's journey mapping solution

NortonLifeLock maps customer journeys in 90 days with Greenbook

The customer NortonLifeLock, a leader in identity theft protection, faced a challenge with its online customer onboarding journey, which was causing friction, negative emotions, and risking customer activation. Their core challenge was to map the purchase-to-steady-state journey to identify and resolve key friction points. They engaged vendor Gold Research Inc. to address this using its proprietary journey-mapping solution.

Gold Research Inc. implemented its journey-mapping solution to capture a holistic view of the customer experience, combining qualitative and quantitative analytics. The results delivered end-to-end journey insights, pinpointed revenue leakage drivers, and provided customized, reusable journey maps. This enabled NortonLifeLock to improve targeted messaging for conversion and retention, creating a single source of truth for cross-functional decisions and helping leaders prioritize investments.

NortonLifeLock