Cx journey mapping workshop

CX Journey Mapping Workshop Oracle & GovLoop. Washington DC, September 6th 2012Oracle . CX Strategy & Design Workshop. http://designingcx.com

The New Experience Economy mobile social localOracle . CX Strategy & Design Workshop. http://designingcx.com

Fundamentals of a new approachOracle . CX Strategy & Design Workshop. http://designingcx.com

{ Workshop Agenda } Crash Course in Journey Mapping • What is a journey map? • When to use journey maps? • Why is it important? • How to map a journey • Where to start redesigning an experienceOracle . CX Strategy & Design Workshop. http://designingcx.com

cus·tom·er jour·ney map …visually illustrates customers’ processes, needs, & perceptions throughout their interaction and relationship with an organizationOracle . CX Strategy & Design Workshop. http://designingcx.com http://icsa.on.ca/what-is-a-customer-journey-map-and-how-do-you-extract-value-from-it/

PURCHASE RECOMMEND 4 8 SELECT 3 BUY OWN 7 MAINTAIN Market & Sell Support & Serve 1 5 2 6 RESEARCH NEED RECEIVE USEOracle . CX Strategy & Design Workshop. http://designingcx.com

Oracle . CX Strategy & Design Workshop. http://designingcx.com

When Can Journey Mapping Be Used? • Understanding & diagnosing experiences • Designing experiences (redesign existing, create new) • Implementing (as blue prints) • Communicating (align, train, orient)Oracle . CX Strategy & Design Workshop. http://designingcx.com

Oracle . CX Strategy & Design Workshop. http://designingcx.com http://dschool.stanford.edu/student/doug-dietz/

Oracle . CX Strategy & Design Workshop. http://designingcx.com

{ The Experience } Understanding & Reimaging the Patient ExperienceOracle . CX Strategy & Design Workshop. http://designingcx.com

4. Attitudes1. Actions On Stage2. People3. Things Back StageOracle . CX Strategy & Design Workshop. http://designingcx.com

Evaluate and Prioritize Look for problems and opportunitiesOracle . CX Strategy & Design Workshop. http://designingcx.com

Understand & Empathize Ask 5 Whys. Create Empathy Maps Why? Why? Why?Oracle . CX Strategy & Design Workshop. http://designingcx.com

Reframe the Problem Use a deep understanding of needsOracle . CX Strategy & Design Workshop. http://designingcx.com

Ideate, Prototype, Test Reimaging and redesign the experienceOracle . CX Strategy & Design Workshop. http://designingcx.com

Redesign Experiences Influence Attitudes to Change Behaviors Influence Influence InfluenceOracle . CX Strategy & Design Workshop. http://designingcx.com

Crash Course in Journey MappingOracle . CX Strategy & Design Workshop. http://designingcx.com

How To Map a Customer’s Journey 1. Select a specific customer to map 4. Add customer attitudes and needs 2. Map a customer’s step-by-step experience 3. Map touch points & systems “on stage” and “back stage” 5. Identify issues & opportunities and dig inOracle . CX Strategy & Design Workshop. http://designingcx.com

CX Journey Mapping Tips Getting started… Identify a specific customer (prospects, frustrated customers, extreme users…) Identify key brand attributes (interactions, offerings, promises) Work from point A to B (map upstream and down) Keep it collaborative (use post-it notes, life-size artifacts) Start with assumptions (then validate and gather more data) Focus on moments that matter (start lo-res, use appropriate detail)Oracle . CX Strategy & Design Workshop. http://designingcx.com

Act on what you discover Routinely reimagine, redesign, redeploy experiences Identify & evaluate areas of opportunity Identify needs & attitudes, challenges, points of action and decision Prioritize experiences worth addressing moments that matter, value exchanges, points of leverage Deploy Prioritize Journey Design experiences around journey needs Mapping design on stage & back stage, influence attitudes to change behaviors Test and validate new experiences confirm new experiences work as expected before scaling them Test Design Deploy and measure against objectives align and equip people processes, and technology in measurable waysOracle . CX Strategy & Design Workshop. http://designingcx.com

{ Discussion } More journey mapping resources at our new blog: DesigningCX.comOracle . CX Strategy & Design Workshop. http://designingcx.com

Cx journey mapping workshop

by GovLoop on Sep 10, 2012

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Cx journey mapping workshop Presentation Transcript