One reason I've created customer journey maps in the past was to bring change resistant colleagues on board with a proposed process change, to help them empathise with the difficulties our current process was causing customers.
Thank you Marc for this video! My favorite use for journey mapping is understanding the problems needing to be solved and the context around them. That way we can be sure our ideas are not solutions in search of problems but are actually mapping to real user needs. I had learned a similar process of experience mapping employed by Industrial Designers in school, that process unlocked for me a way of finding opportunities and a basis for building new experiences. Simply put, Journey Maps fuel innovation.
Thank you, I took notes 📝 Before you start mapping, ask yourself: Why am I mapping this map? What are potential goals and uses for a CJM? To create an overview of the journey. To store research data, a place to link them together (customers insights). As a research tool itself, like a template, and inviting different departments to complete the map. A tool for prioritizing how to allocate resources (energy time money people) and making conscious choices to improve the service. And there could be more scenarios. It’s up to you to decide which WHY is relevant. Think: what do you want to achieve next? A CJM is always a tool and it’s always evolving and you iterate it. It’s not a deliverable. Week after week you course-correct. Think « why am I mapping a map? » first !
I am watching lots of theories about Customer Journey Map, but when it comes to practice and when I want to create mobile app CJM in uxpressia I got stuck with user goals on Search and Install steps. I kinda got the idea about steps and how to define it thanks to your videos, but when it comes to more detail analysis I can't find any examples.
Hi Aleksey, you might want to check out our masterclass on Customer Journey Mapping www.servicedesignshow.com/courses/customer-journey-mapping-essentials/
i guess im randomly asking but does any of you know a way to get back into an Instagram account? I was dumb lost my account password. I love any tricks you can give me.
One reason I've created customer journey maps in the past was to bring change resistant colleagues on board with a proposed process change, to help them empathise with the difficulties our current process was causing customers.
Thank you Marc for this video! My favorite use for journey mapping is understanding the problems needing to be solved and the context around them. That way we can be sure our ideas are not solutions in search of problems but are actually mapping to real user needs. I had learned a similar process of experience mapping employed by Industrial Designers in school, that process unlocked for me a way of finding opportunities and a basis for building new experiences. Simply put, Journey Maps fuel innovation.
Thank you, I took notes 📝
Before you start mapping, ask yourself: Why am I mapping this map? What are potential goals and uses for a CJM? To create an overview of the journey. To store research data, a place to link them together (customers insights). As a research tool itself, like a template, and inviting different departments to complete the map. A tool for prioritizing how to allocate resources (energy time money people) and making conscious choices to improve the service. And there could be more scenarios.
It’s up to you to decide which WHY is relevant. Think: what do you want to achieve next?
A CJM is always a tool and it’s always evolving and you iterate it. It’s not a deliverable. Week after week you course-correct.
Think « why am I mapping a map? » first !
Yes. 100% true… as you said. to broad and lost in details. Never completed.
Very usefull info...thank you
My pleasure Niraj!
Insightful !!!
I am watching lots of theories about Customer Journey Map, but when it comes to practice and when I want to create mobile app CJM in uxpressia I got stuck with user goals on Search and Install steps. I kinda got the idea about steps and how to define it thanks to your videos, but when it comes to more detail analysis I can't find any examples.
Hi Aleksey, you might want to check out our masterclass on Customer Journey Mapping www.servicedesignshow.com/courses/customer-journey-mapping-essentials/
i guess im randomly asking but does any of you know a way to get back into an Instagram account?
I was dumb lost my account password. I love any tricks you can give me.