Click main image to view in full screen.
Customer Journey Mapping Poster (PDF)
PDF document + PowerPoint (PPTX) 3 Pages
BENEFITS OF THIS PDF DOCUMENT
- Provides a summary of the process for creating a customer experience journey map.
- Serves as a supplementary tool for your Customer Journey Mapping workshop.
- Print the poster in A3/A4 size right out from your office copier machine.
CUSTOMER JOURNEY PDF 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.
The poster includes insights from industry leaders, reinforcing the importance of customer-centric strategies. It is designed by Operational Excellence Consulting, a firm renowned for enhancing business performance and effectiveness.
Got a question about the product? Email us at support@flevy.com or ask the author directly by using the "Ask the Author a Question" form. If you cannot view the preview above this document description, go here to view the large preview instead.
Source: Best Practices in Customer Journey PDF: Customer Journey Mapping Poster PDF (PDF) Document, Operational Excellence Consulting
ABOUT THE AUTHOR
Operational Excellence Consulting, founded in 2009 by Allan Ung, draws from extensive experience at Microsoft, IBM, and Underwriters Laboratories (UL). We specialize in strategy deployment, customer experience design, and operational excellence, applying Design Thinking, Lean, and Systems Thinking to maximize customer value and minimize waste.
Our
... [read more]
Ask the Author a Question
You must be logged in to contact the author.
