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BENEFITS OF DOCUMENT
DESCRIPTION
Customer Journey Mapping is the process of creating a graphical representation of the steps and stages a customer goes through to experience a product or service.
The Customer Journey Mapping Poster provides guidelines for creating a journey map. The poster illustrates the key steps for creating an example current state map for an online shopping experience.
The poster is available in two distinct themes: a vibrant color scheme and a professional monochrome version. In both formats, the poster comes in a convenient PDF as well as an editable PPTX format, enabling effortless printing on A3/A4-sized paper from standard office copier machines. This versatile resource can be prominently displayed on employee workstations or distributed alongside your training materials.
The Customer Journey Mapping Poster supplements the Customer Journey Mapping training presentation materials. It serves as a takeaway and summary of your customer experience presentation.
The Customer Journey Mapping Poster describes the seven steps for creating a journey map. They include:
Step 1: Persona – Identify the customer embarking on the journey.
Step 2: Stages – Organize the journey into major stages.
Step 3: Goals – Define the customer's goals and expectations.
Step 4: Actions – Define what the customer is doing, including the interaction points.
Step 5: Thoughts & Feelings – Include the customer's thoughts and feelings in the different stages of the journey to empathize with them.
Step 6: Metrics – Map quantitative data (e.g. satisfaction rating) onto the journey to show the relationship to the qualitative information.
Step 7: Opportunities – Identify opportunities for improvement and innovation, or that require more research to create a future state journey.
Quotations from Dale Carnegie and Steve Jobs related to customer experience are included.
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Source: Best Practices in Customer Decision Journey PDF: Customer Journey Mapping Poster PDF (PDF) Document, Operational Excellence Consulting
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ABOUT THE AUTHOR
Additional documents from author: 219
Operational Excellence Consulting is a management training and consulting firm dedicated to enhancing the effectiveness and productivity of individuals and organizations. Our mission is to drive lasting beneficial change by leveraging design thinking and lean management approaches. [read more]
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Customer Decision Journey Customer Experience Digital Transformation Organizational Design McKinsey 7-S Customer Service Robotic Process Automation Big Data Customer-centric Organization Customer Care Mobile Strategy
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