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12Customer Journey Map Presentation.pptx
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- 3. We are yourfacilitators for today. Let's get our creative juices flowing for this exciting collaborative exercise! HELLO! Back to Agenda Page Lukas Wendy
- 4. CUSTOMER JOURNEY MAP The CustomerJourney Map (CJM) is a snapshot of how customers engage with our product or service. With this, we can design better experiences for them! The first part is for creating personas that represent our different types of customers. In the next part, we journey with them by describing their actions, thoughts, and emotions throughout identified phases. Back to Agenda Page
- 5. KEY ATTRIBUTE SHORTDESCRIPTION NEEDS KEY ATTRIBUTE KEY ATTRIBUTE Add adjectives to describe this persona. Copy and paste to duplicate this sticky note or press "S" as a keyboard shortcut. Add the persona's reasons for taking this particular journey Add phrases to bring this persona to life Add pain points or potential frustrations Add ways that your product or service can address the pain points Part 1: Identifying a persona Persona 1 Add a name and representative image Build your chart or diagram faster! Right-click on any of the shapes, enable quick flow, and click the plus signs to add corresponding shapes. Right-click on the background of the slide, or on the thumbnail below, for the option to expand this page into a whiteboard for more space. Back to Agenda Page
- 6. Add the customer journeyphase here Example: "Onboarding" Journey Phase Journey Phase Journey Phase User Actions (Activities) Add an activity that your customer does for each phase Touchpoints (Interaction Points) Add a touchpoint like email, website, or store for each phase Sentiments (Thought Bubbles) For each phase, add possible user sentiments in "quotations" Emotions (Mood Meter) DELIGHTED NEUTRAL Move the points up and down FRUSTRATED Possible Solutions (Opportunities to improve the experience) Add an idea for each phase here Part 2: Mapping the Customer Journey Use sticky notes to add your thoughts. Just copy and paste to duplicate this sticky note or press "S" as a keyboard shortcut. Add your thought here Right-click on the background of the slide, or on the thumbnail below, for the option to expand this page into a whiteboard for more space. Duplicate the table to repeat the exercise for another persona. Add the persona Back to Agenda Page 1 2 3 4
- 7. NEXT STEPS Main IdeaAction Item Point Person Add a main insight from the CJM Turn it into an actionable task Assign the responsibility List other action items here Assign the responsibility List other action items here Assign the responsibility Add a main insight Add a main insight 1 Highlight two or more cells, right-click then press "Merge Cells" to organize your table according to your needs! NEXT STEPS Now that we've journeyed with our customers, let's use the insights to design better experiences. Thanks for joining the session! Back to Agenda Page 2 3
- 8. RESOURCE Page Use these whiteboarddesign resources in your Canva Presentation. To access more of these elements, right-click and expand any page into a whiteboard then check out the elements tab. Happy designing! Delete or hide this page before presenting.
- 9. Use these designresources in your Canva Presentation. Happy designing! Delete or hide this page before presenting. RESOURCE Page
- 10. Find the magicand fun in presenting with Canva Presentations. Press the following keys while on Present mode! Delete or hide this page before presenting. B for blur C for confetti D for a drumroll M for mic drop O for bubbles Q for quiet U for unveil Any number from 0-9 for a timer RESOURCE Page