Every step you take, every move you make.
DISCOVER AND DEFINE THE RIGHT PROBLEM.
Purpose
Walk in the shoes of my customers to understand what they experience when the interact with our organisation, our products and services.
The Customer Journey Map builds empathy with the customer by visualizing their actions, thoughts, emotions, and feelings that emerge in an interaction. It also looks at actions that are not directly associated with a product or service (e.g. informing, waiting, ordering). It is usually developed overtime across the problem and solution process phases, starting in “discover”.
Book Appointment
Stats
Session
Online
DURATION
60 minutes
Level of Difficulty
Moderate
Materials Needed
Pens, paper, Post-its
learning outcomes
Establish a common understanding about the experiences of our customers
Identify “pain points” that negatively affect our customers experience
Understand the “touch points” where our customer interacts
Close “pain points” and gaps in the customers experience
Design a new and improved customer experience
Process Phase
