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Crash Course in CX Journey Mapp

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What is a Customer Journey Map?

cus!tom!er jou

!visually illustrates

 processes, needs,

throughout their inte

relationship with an

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When Can Journey Mapping Be Used?

•  Understanding & diagnosing experi

•  Designing experiences (redesign existing, c

•  Implementing (as blue prints)

• 

Communicating (align, train, orient)

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How To Map a Customer’s Journey

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How To Map a Customer’s Journey

1. Select a specific

customer to map

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How To Map a Customer’s Journey

2. Map a c

step-by-ste

1. Select a specific

customer to map

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How To Map a Customer’s Journey

2. Map a c

step-by-ste

1. Select a specific

customer to map

3. Map tou

systems “o“back stage

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How To Map a Customer’s Journey

2. Map a c

step-by-ste

1. Select a specific

customer to map

3. Map tou

systems “o“back stage

4. Add cus

attitudes a

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How To Map a Customer’s Journey

2. Map a c

step-by-ste

1. Select a specific

customer to map

3. Map tou

systems “o“back stage

4. Add cus

attitudes a

5. Identify problems &

opportunities and prioritize

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How To Map a Customer’s Journey

2. Map a c

step-by-ste

1. Select a specific

customer to map

3. Map tou

systems “o“back stage

4. Add cus

attitudes a

5. Identify problems &

opportunities and prioritize

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CX Journey Mapping Tips

Identify a specific custo

prospects, frustrated customers, extrem

Work from point A to Bmap upstream and down

Keep it collaborative use post-it notes, life-size artifacts

Focus on moments thastart lo-res, use appropriate detail

Start with assumptionsthen validate and gather more data

Getting started! 

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Key Take Away Points

•  Map to understand & diagnose experience is

• 

Use maps to reframe and reimagine experien

•  Redesign experiences to influence attitudes

•  Leverage mapping to connect, collaborate, &

CX Journey Mapping

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