Web design group project
- 1. When and How to Create Customer Journey Maps Team 4: Allison, Jonah, and Pauline
- 2. Summary: What Is a Customer Journey Map? ● Start with user goals and actions ● Add user thought and emotion to outline to create narrative ● Narrative is condensed into visual
- 3. Summary: What Is a Customer Journey Map? Journey maps purpose: combine storytelling and design to create holistic view of customer experience
- 5. Summary: Deconstruction of a Customer Journey Map ● Zone A: the lens- defines “who” and “what” ● Zone B: the experience- actions, thoughts, and experience of user ● Zone C: the insights- opportunities and internal ownerships
- 6. Summary: Rules for Creating Successful Journey Map ● Base it on truth ● Collaborate with others ● Don’t jump to visualization ● Engage others with the end product
- 7. Summary: Why Do You Need a Journey Map? ● It could help turn the culture of that organization by refocusing on the customers. ● It sheds light on real human experiences that organizations know little about. ● Journey maps can create clarity around alignment of departments or groups in the journey that need addressing.
- 8. Summary: When Should You Have a Journey Map ● A journey map is needed to support a known business goal ● Assign ownership of key touchpoints to internal departments. ● Target specific customers
- 9. Summary of Why and When You Need a Journey Map ● Journey maps are used to help support business goals ● They are helpful if you want to run a successful business.
- 10. Summary: Key Elements of Customer Journey Maps ● Use one point of view when creating the map ● Describe the sequence of events, both positive and negative, for the specific journey ● What are the feelings, thoughts and motivations of the user?
- 11. Summary: Key Elements of Customer Journey Maps ● When does the user of the Map interact with the company and what are the methods of communication? ● Go through a user map and make changes in order to optimize user experience
- 12. Reference: Salesforce UK https://www.salesforce.com/uk/blog/2016/03/customer-journey-mapping-explained.html “By optimising and improving the experiences along the journey, you’ll be building towards solid, long-term relationships with your customers.”
- 13. Reference: customerTHINK http://customerthink.com/three-keys-to-effective-customer-journey-mapping/ Three steps to Journey Mapping: ● Validate your facts ● Educate your team ● Activate your map
- 14. Reference: Userzoom https://www.userzoom.com/blog/what-is-a-customer-journey-map-and-why-do-you-need-one/ ● What is a customer journey map and why do you need one? ○ Tells you the story of your customer’s experience. ○ Helps you focus entirely on the most crucial person to your business
- 15. Question: Do you think if the production team behind Fyre Festival, the infamous music festival scam, could have been successful if they used a journey map?
- 16. Question: What are the origins of the customer journey map and why did this map become necessary?
- 17. Question: How often do professionals actually use journey maps in the everyday world?