Act on all your customer knowledge with Throughline

Surface the insights and business opportunities already sitting in your customer journeys, at the scale your teams actually work at.

Support logs Feedback Data reports Surveys Transcripts Research synthesis
L
Surface insights Reveal opportunities Build frameworks Score insights Summarise journeys Mine journeys Enrich insights

Trusted by world-leading teams

Halden ARCLINE NORTHHARBOUR vantel BRAMWELL tenova Merrow & Co OKTAVIA
Capabilities

Unlock actionable insight from data across journeys

Opportunities Lean on member reviews and stories to build early trust Opportunity93% 34%
Pain Navigating a complex offering across several brands Pain77.1 Cover varies widely between regions and providers Pain21.4 No plan fits perfectly, there is always a trade-off Pain18.6
Pain People struggle to take the first step alone Pain12.6 The category has a reputation for small print Pain82.9 Pricing options are confusing to compare Pain24.1
Gains A wide range of offerings, so the abundance of options is useful Gain23.4 Plenty of content online that explains the policies Gain31.8

Mine journeys

Pull the useful parts out of feedback, support logs, survey responses and raw research. Let Throughline mine your data and show the journey people actually took.

Enrich insights

Weigh variability, sentiment and impact without a spreadsheet. Manage the whole insight lifecycle across journeys, sharpening what you know until the pain point is resolved.

14 data points added to an existing insight

Finding new cover can be a daunting task, especially when experiences differ so much from one person to the next. The market is vast, and navigating it…

Type PainScore 77.1
DetailEvidence (43)Journeys (1)Opportunities (4)
▤SegmentResearch(18-26)_Q4.txt
▤SegmentResearch(27-35)_Q4.txt
▤SegmentResearch(36-52)_Q4.txt
▤NewMembers_FeedbackSurvey_2026.csv14 new insights

Reveal opportunities

Standardise on one way of working so adoption is faster and the impact lands across teams instead of stopping at one workshop.

Improve document upload and tracking 50%
Reveal opportunities
Easy to upload the documents needed Gain 81.2
Quick document validation is useful Gain 16.9
A fast response builds trust Gain 24.3

Members struggle with pricing differences that are never clearly explained in the policy.

Summary 82.2
Claim handling experience
L1 · Macro◇ 20
I file a claim in the app
L2 · Micro◇ 20
I file a claim by email
L2 · Micro◇ 20

Summarise the critical insights from a journey

Turn your journey framework into summaries people will read. Throughline surfaces what matters in nested journeys and gives a clear, short view of the data behind a decision.

“Throughline gives our journey management work a head start. It speeds up the mapping without losing the craft, and it lets us spend our time on the part that matters: making the experience better.”
Portrait of a journey lead — photo by Foto Sushi on Pexels Marit Solheim

Journey Lead, Customer Experience Design
Insight summary Journey mining

“We took 516,000 calls last year around the debit card lifecycle at a cost of €12.5m — so what do we do about it?”

Business impact Opportunity matrix

Uncover the questions, then find the answers with Throughline

Throughline mines your data inside a journey-based context, surfacing the challenges and opportunities that everyone has been walking past.

Saving €1.3M a year with one journey

How a retail bank used Larkfield to find the problem, name the opportunities and fix the pain around debit card renewals — cutting more than half a million contact centre calls a year.

18x
Return on investment
48,000
Happier customers each month
A customer smiling while using a laptop — photo by Liza Summer on Pexels

Connect the numbers and the emotions

Wire up multi-step workflows that carry an insight all the way to implementation, turning up new opportunities as you go and keeping business priorities pinned to real data.

L1 Debit card journey
Cost of service €15M ↗ +5% vs Jul
When people move house, the addresses stop matching
Pain◇ 82.2
How might we bring the cost of service down?
Opportunity50%
Automate the address checker
Solution◇ 128Shipped

Insight mining that reads context

The Journey Graph, our graph-based retrieval approach, answers with far more accuracy because it carries the surrounding context — not just the nearest matching paragraph.

L0 journey  /  …  /  Halden Cover Co.
Applying for new cover
JourneyInsightsOpportunitiesSolutionsMetrics
A wide range of offerings, so the abundance of options is usefulSummary2,394
High chance a member is here after a recent change of jobSummary1,092
Finding new cover is daunting when experiences differ so muchSummary783
Employers frequently review the cover options they offerSummary509
Options are clear and there is plenty of material to understand themSummary327
Cover varies widely from one region to the nextSnippets46
Little transparency on the true monthly costSnippets23
Hard to know what you need during the applicationSnippets18
No plan fits perfectly, there is always a trade-offSnippets15

Introducing the insight score

Rank insights and journeys on sentiment, recurrence and variability. The insight score folds those into one ranking you can read across the whole customer experience.

L0 journey  /  …  /  Halden Cover Co.
Applying for new cover
JourneyInsightsOpportunitiesSolutionsMetrics
A wide range of offerings is usefulSummary2,394
Members arrive after a change of jobSummary1,092
Finding new cover feels dauntingSummary783
Employers review their cover optionsSummary509
Options are clear, material is plentifulSummary327
Score1,092
Impact2,600
Reliability42%
Impact

Better decisions, sooner, with Throughline

Minutes,
not months

Raw data to a full journey map in a single sitting

Knowledge
amplified

Answers drawn from all of your unstructured data

Live
journey maps

Every journey keeps updating with the newest insight

Precision
insights

Standardised scoring takes the bias out of the ranking

Security

Trusted and secure for the enterprise

VERIDIANINDEPENDENT ASSURANCE · SOC 2 IS41200

IS 41200 and GDPR compliant

Your data security comes first: full compliance with the IS 41200 standard and GDPR. Larkfield holds SOC 2 Type 1 assurance alongside IS 41200 certification. Documentation on our SLAs, uptime, policies and processes lives in the trust centre.

Role-based access controls

Drive change through journeys with unlimited seats, plus individual and role-based access.

Team member avatar — photo by Korede Adenola on PexelsAlexander Ugbo
alexander@northgate.coOrg admin
Team member avatar — photo by Ben Khatry on PexelsOliver Chen
oliver@northgate.coOrg admin
Team member avatar — photo by Prince on PexelsJoost de Jong
joost@northgate.coContributor
Team member avatar — photo by Jake Nackos on UnsplashNadia Persson
nadia@northgate.coViewer
Team member avatar — photo by Korede Adenola on PexelsLiam Sterner
liam@northgate.coContributor
Team member avatar — photo by Foto Sushi on PexelsAva Palazzio
ava@northgate.coOrg admin
Organisation adminCan change billing, settings, and view or edit content
ContributorCan view and edit workspaces
ViewerCan view all content, but cannot edit

No data sharing

We do not sell or share your data with third parties, and that includes the model providers behind our features. It stays yours, and it stays inside your workspace.

Account holder avatar — photo by Korede Adenola on Pexels Alexander Ugbo alexander@larkfield.com
Claims handling journey
-10 NPS82 Insights
MarketingProductServiceOperations

It is your data

Customers keep complete control of the data and the models used to build journeys. That keeps the work inside the organisation, and it lets teams drive change that sticks.

Frequently asked questions

All workspace data is stored and processed within the European Economic Area. It is never shared with, or used to train models for, a third party.

Find the opportunities hiding in your data with Throughline.