Innovative Customer Journey Mapping 

Hitachi Consulting Co. Ltd is the strategic division of global conglomerate Hitachi Ltd. As part of their drive towards achieving innovation through co-creation, Hitachi Consulting was looking internationally for a best-in-class strategic partner to develop a radical new methodology, intended re-design the end-to-end airport passenger journey experience for clients around the world. Magma Innovations was selected as that partner.


Working closely with Hitachi Consulting, the cross-functional Magma Innovations team created an innovative methodology for the development of world-beating customer journey experiences and services, right through to user interface and app design.

Magma used its product development expertise, honed through many years of application in the automotive sector, as a basis for this. In parallel, the team also produced a modular digital architecture and data strategy, necessary to provide clients with a road map for the robust and future-proofed deployment of the new service. Finally, and in order to produce a holistic, replicable and scalable methodology, the Magma team developed a technical and commercial audit process, delivering for the client a fully validated partner ecosystem design and a commercial strategy, ready for execution.


On completion of the project, Seiki Maenosono, Managing Director of Hitachi Consulting Co. Ltd. commented “In Magma Innovations we found a partner who shares the focus, rigour and professionalism required to deliver innovative and truly differentiated strategic consultancy for our clients  Also crucial to this project was the application of cutting edge mobility strategy, systems thinking and software development expertise. Magma Innovations delivered all of this in abundance and Hitachi is delighted with the excellent results of this important project.”