When trying to understand the customer’s experience, consider mapping your processes from the customer’s perspective using a customer journey map.
Customer journey mapping (or journey mapping) is a visual story of how your customers interact with and experience your products, processes, and services.
The customer journey map is a visual map that illustrates the customers’ processes, goals, needs, and perceptions throughout their interaction and relationship with an organization. The customer journey map often captures the customers’ experience before, during, and after an interaction.
The journey map allows the project team to map and analyze the customer’s journey to design customer-centered solutions. A key to successful customer journey mapping is to employ empathy to experience what the customer is experiencing –challenging oneself to see the process from the customer’s perspective.
As an improvement method, journey mapping should…
All of our tools and templates are available in Word or PowerPoint format to allow organizations to purchase and customize the templates to their brand standards.
Mapping and exploring the customer’s experience is a critical step in ensuring that an organization is aware of what motivates, frustrates, or excites the customer. This topic is a core concept of applying creative problem-solving through design thinking. To learn more about design, please visit our Introduction to Design Thinking Course.
The Design Thinking course teaches a creative problem-solving that will give any professional an advantage in their industry or career.
This course will help expose the learner to various design thinking tools and mental models – all with the emphasis on innovating through creative problem-solving.
Our objective is to provide the learner with practical tools for applying a versatile 3-step design thinking process within their organizations. Through this framework, the learner will be able to reframe problems from the customer’s perspective. With this perspective in mind, the learner will drive improvements around the customer experience using tools such as deep-dive interview, journey mapping, empathy mapping, and rapid prototyping.
Need help introducing use of Journey Maps at your organization?
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