1. Group 1 Deanna Brusca, Matt Canigiani, Mikaela Driscoll, Alex Fotiadis
Welcome
2. Group 1 Deanna Brusca, Matt Canigiani, Mikaela Driscoll, Alex Fotiadis
How to Create a Customer Journey Map
● Every interaction a customer has effects their satisfaction and
loyalty experience.
● Involvement of journeys keep customers as a main focus in
design decision making.
https://uxmastery.com/how-to-create-a-customer-journey-map/
3. Group 1 Deanna Brusca, Matt Canigiani, Mikaela Driscoll, Alex Fotiadis
How to Create a Customer Journey Map (continued)
● Journey maps emphasize the important intersections between user
expectations and business requirements.
https://uxmastery.com/how-to-create-a-customer-journey-map/
4. Group 1 Deanna Brusca, Matt Canigiani, Mikaela Driscoll, Alex Fotiadis
The Function of Customer Journey Mapping
A map does not just chart, it unlocks and formulates meaning; it forms bridges between here and
there, between disparate ideas that we did not know were previously connected.” – Reif Larsen, The
Selected Works of T.S. Spivet
● Customer Journey maps are referred to as “the backbone of
customer experience management efforts”
https://www.cxnetwork.com/cx-experience/articles/18-great-reasons-to-use-customer-journey-maps
5. Group 1 Deanna Brusca, Matt Canigiani, Mikaela Driscoll, Alex Fotiadis
The Function of Customer Journey Mapping
● Customer Journey maps help identify how a customer views an
organization by putting company interactions in the context of the
customer’s broader activities, goals, and objectives.
● The final goal is the understanding that is developed through the process
that allows organizations to design better experiences and measurements.
https://experiencematters.blog/2014/05/07/five-questions-that-drive-customer-journey-thinking/
6. Group 1 Deanna Brusca, Matt Canigiani, Mikaela Driscoll, Alex Fotiadis
The Benefits of Customer Journey Mapping
● Visualize the customer experience through your customer’s’ eyes
● Identify holes in your process and fill them with effective touch
points
http://www.business2community.com/customer-experience/benefits-customer-journey-mapping-017
39975
7. Group 1 Deanna Brusca, Matt Canigiani, Mikaela Driscoll, Alex Fotiadis
The Benefits of Customer Journey Mapping (Continued)
● Bridge the gap between sales, marketing and operations
● Effectively and efficiently personalize the experiences your leads
and customers have with your brand
http://www.business2community.com/customer-experience/benefits-customer-journey-mapping-017
39975
8. Group 1 Deanna Brusca, Matt Canigiani, Mikaela Driscoll, Alex Fotiadis
A Step by Step Guide to Building Customer Journey Maps:
● It’s all about understanding what motivates your customers - what
their needs are, their hesitations, and concerns
● Being able to align what they want from your [product] is the key
https://conversionxl.com/blog/customer-journey-maps/
9. Group 1 Deanna Brusca, Matt Canigiani, Mikaela Driscoll, Alex Fotiadis
A Step by Step Guide to Building Customer Journey Maps (Continued):
● Mapping out their paths from first interaction to the last will show if
they are achieving their goals
● Taking the time to understand what your customer’s goals are…
can go a long way towards keeping them happy and growing your
business
https://conversionxl.com/blog/customer-journey-maps/
10. Group 1 Deanna Brusca, Matt Canigiani, Mikaela Driscoll, Alex Fotiadis
Speculative Question
● What industries do you think customer journey maps would be
especially beneficial for?
11. Group 1 Deanna Brusca, Matt Canigiani, Mikaela Driscoll, Alex Fotiadis
Speculative Question
● Do you think customer journey mapping will become more difficult
as we become a more diverse country?
12. Group 1 Deanna Brusca, Matt Canigiani, Mikaela Driscoll, Alex Fotiadis
Speculative Question
● Do you think increased customer journey mapping today would
result in overall increased customer satisfaction?
