Customer Journey Mapping - Guide & Templates (PowerPoint PPTX)

This Guide will take you through step-by-step detailed instructions to help you create a Customer Journey Map – a visual representation of the experience that customers have with your organisation, product or service.

The step-by-step guide includes a comprehensive outline and templates for use in developing your journey map(s) as well as detailed tips and details on each component in the journey map.

As an added bonus, the Guide comes with a set of Templates which you can utilise to set you down the path of creating your Journey Maps quickly and easily.

Utilising Customer Journey Maps is a great way to understand the experiences of your customer, design experiences which they value, and deliver outcomes customers truly want. Utilised properly, these Journey Maps will drive significant business success will into the future.

This PPT delves into the intricacies of Experience Design, emphasizing the importance of creating meaningful and impactful customer interactions. It provides an overview of Design Thinking and Human-Centered Design, illustrating how these methodologies can drive innovation and align with business goals. The guide outlines the phases of Inspiration, Ideation, and Implementation, ensuring a thorough understanding of each stage.

Customer Journey Maps are presented as versatile tools that can be used at various stages of the design process. They serve multiple purposes, from research and visioning to communication and collaboration. The document highlights the significance of mapping out customer experiences to gain insights and improve alignment between organizational goals and customer needs.

The guide also includes practical templates and examples, such as the 5 Whys Template and Moments That Matter framework. These tools help identify critical touchpoints and emotional drivers that influence customer perceptions. By focusing on these elements, businesses can design better experiences and achieve higher customer satisfaction and loyalty.