customer journey mapping: 11 steps to creating a successful journey mapping expereience
TRANSCRIPT
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11 Steps to Creating a Successful Journey Mapping Experience
Journey Mapping
noHold, Inc. Copyright © 2015
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Pens (various colors preferred)
Post-it notes (various colors preferred)
Board (or large sheet of paper)
Small Group
Tools
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Choose a customer and their journey.
Step 1
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Get in the customer’s frame of mind and write a few attributes about them.
Step 2
busy
tech savvy
small business owner
budget conscio
us
parent
health conscious
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Write each step in the customer’s journey.
Step 3
Jim wants a smoothie
Jim drinks his
smoothie
I want a smoothie
Smoothie was
good!
drives to smoothie
hut
parking lot full
parks across street
walks to the hut
waits in long line …
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Write the emotions the customer might feel at each step.
Step 4
Jim wants a smoothie
Jim drinks his
smoothie
I want a smoothie
Smoothie was
good!
drives to smoothie
hut
parking lot full
parks across street
walks to the hut
waits in long line …
happy frustrated anxious frustrated
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Take a moment to look over what has been written and see if you could add extra steps or emotions
Pause
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Cast votes for the most impactful moment; negative(red) & positive(green).
Step 5
Jim wants a smoothie
Jim drinks his
smoothie
I want a smoothie
Smoothie was
good!
drives to smoothie
hut
parking lot full
parks across street
walks to the hut
waits in long line …
happy frustrated anxious frustrated
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Identify the people and things that are involved with the impactful moment.
Step 6
Jim wants a smoothie
Jim drinks his
smoothie
I want a smoothie
Smoothie was
good!
waits in long line
frustrated
other patrons
baristas
decor
menu
special offer
building
new employee
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Determine a measurable consequence that the impact moment has on the customer
Step 7
Jim wants a smoothie
Jim drinks his
smoothie
I want a smoothie
Smoothie was
good!
waits in long line
frustrated
other patrons
baristas
decor
menu
special offer
building
new employee
consequence: decides to try another smoothie shop
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Write out the wins or needs of the customer during the impact moment
Step 8
Jim wants a smoothie
Jim drinks his
smoothie
I want a smoothie
Smoothie was
good!
waits in long line
frustrated
other patrons
baristas
decor
menu
special offer
building
new employee
consequence: decides to try another smoothie shop
needs: feel taken care ofget smoothie quicklyreturn to work
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Take a moment to look over what has been written. See if you could modify people, things, needs, impacts, etc.
Pause
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Brainstorm the desired experience: how you want this customer to feel.
Step 9
consequence: decides to try another smoothie shop
needs: feel taken care of get smoothie quickly return to work
desired exp:fast, efficient service
desired exp:waiting in line can be productive
desired exp:this is worth the wait
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How to get the customer to the desired experience.
Step 10
consequence: decides to try another smoothie shop
needs: feel taken care of get smoothie quickly return to work
desired exp:fast, efficient service
desired exp:waiting on line can be productive
desired exp:this is worth the wait
improve training program for smoothie makers
display news updates/ provide wifi
organic produce delivered fresh daily
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Propose new experience with a statement.
Step 11
This new experience will address Emotions and Impact Moment(steps 4-5) customers feeling frustrated while waiting in line.
We can accomplish this through Creating a new Desired Experience(step 10) improvement of training for smoothie makers, displaying news updates/ wifi, and providing fresh organic produce everyday.
These changes will impact Measurable Consequence(step 7) improve customer retention by 3%..
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noHold Inc. builds Virtual Agents that help some of the
most successful companies in the world, increase revenue
and decrease cost, while increasing customer satisfaction.
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noHold, Inc. Copyright © 2015