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Barkley's Customer Journey Approach

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Jeff Fromm
Jeff Fromm

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OUR CUSTOMER JOURNEY APPROACH RESEARCH + ANALYSIS SYNTHESIZE, IDEATE + DESIGN MEASUREMENT PHASE 1 PHASE 2 PHASE 3 PHASE 4 PHASE 5 Customer Experience Moments of Experience Experience Definition Mapping Truth Design Monitor • Segmentation • Touchpoint mapping • Differentiations • Concept • Measurement • Narrative insight • Need state analysis • Loyalty drivers • Prototype • Dashboard - analytical • Emotional state analysis • Priorities • Validate - cultural • ROI • Ideation - structural

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Barkley's Customer Journey Approach

  • 1. OUR CUSTOMER JOURNEY APPROACH RESEARCH + ANALYSIS SYNTHESIZE, IDEATE + DESIGN MEASUREMENT PHASE 1 PHASE 2 PHASE 3 PHASE 4 PHASE 5 Customer Experience Moments of Experience Experience Definition Mapping Truth Design Monitor • Segmentation • Touchpoint mapping • Differentiations • Concept • Measurement • Narrative insight • Need state analysis • Loyalty drivers • Prototype • Dashboard - analytical • Emotional state analysis • Priorities • Validate - cultural • ROI • Ideation - structural