JOURNEY MAPPING IN ACTION
JOURNEY MAPPING WORKSHOPS
Struggling to raise satisfaction scores? Aware of an experience gap, but unsure how to resolve it? The practice of journey mapping breaks your customer's experience down into its micro-moments, unearthing the pain points that your customers may not be sharing with you.
Journey mapping is effective because it brings us to a level of detail we wouldn't otherwise see. It also creates a framework for collaboration among cross-functional team members (executive, marketing, hr, cx, product, dev) who are brought together to examine the customer story, identify gaps and innovate on behalf of the customer. In itself, this creates organizational momentum.
Journey mapping sessions are typically 3 - 6 hours in length, during which we:
- Identify and explore your customer archetype/s using empathy mapping techniques;
- Examine and breakdown the customer/employee journey in detail;
- Identify the people and systems impacting your customer's experience;
- Employ deep empathy strategies to understand your customer's unspoken wants and needs at each stage of their journey;
- Explore current social/technological trends as they impact your customer's experience; and
- Use rapid ideation techniques to brainstorm innovative approaches and solutions to your experience gaps.
The results of your session are documented in a large scale detailed map that can be used to feed your roadmap, outline enhancement strategies and increase customer experience awareness within your organization.
