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Customer Journey Mapping for Libraries


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My slides from the Future and Emerging Trends in Access Services (FEAST) session at the American Library Association annual conference in 2013 in Chicago, IL.

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Customer Journey Mapping for Libraries

  1. 1. Robin Milford Access Services Librarian University of California Merced
  2. 2. “We define customer journey maps as documents that visually illustrate customers’ processes, needs, and perceptions throughout their relationships with a company. The journey mapping process helps firms align around a shared vision of target customers, identify broken moments of truth, and get the insights they need to improve.” Andrew McInness, Forrester Research Customer Journey Maps Defined…
  3. 3. 2. Identify participant (patron) 3. Patron maps journey using data sheet 4. Create inventory of touch points 5. Identify pain points or service “gaps” 6. Code the data sheet (Post Its!) 7. Analyze data 8. Make service modifications as necessary (i.e., improved signage, better instructions on copier)