We’re facing a challenge in how organizations and product teams are run. Too often teams are focused on individual products and how a user is interacting with just that product, instead of considering customer needs and organizational capabilities that go well beyond a digital product mix. Customer experience is a multi-departmental effort, but organizations are too siloed to effectively serve customers. Customer problem solving extends beyond the organization, with other influences and influencers who shape decision-making, impacting purchase decisions, engagement, and retention. The experience is broken. And the organization’s ability to improve the service delivery model is limited due to a lack of systems thinking and system strategy.
The system strategy framework answers these challenges. By mapping the customer journey, mapping organizational service models and capabilities, and understanding how the two align, organizations are able to uncover opportunities to improve customer experience and service delivery. Whether to solve short term challenges or establish forward thinking strategies, the system strategy framework is essential for day-to-day product teams and business leaders.
Why Journey Mapping is Essential for Digital ProductsFITC
Presented at FITC Toronto 2017
More info at http://fitc.ca/event/to17/
presented by Lee Dale, Say Yeah!
Overview
How to improve customer engagement and service delivery in the connected age.
Digital transformation is not a buzzword. It’s the promise that your organization can reach new heights by leveraging digital to provide a superior customer experience and optimize your team’s efforts in doing so. At the same time, there are a vast amount of organizations who believe a digital presence alone is enough to meet customer expectations and keep your organization at the forefront of the connected economy. The general approach is typically to just make sure deliverables exist: we have a responsive website; we listen to customers on our social channels and help lines. But this approach does not ask the right questions of how you can drive consumer engagement and retention, and make sure your team is focused on solving the right problems in the most effective manner.
To do so, every organization needs to align their digital ecosystem with their customer journey. This talk will introduce the process for and key benefits of aligning your digital ecosystem and team efforts to your customer’s journey, including highlighting how you’ll find new business and growth opportunities, while finding those key insights in how to better connect and provide value to your customers.
Objective
To prove the benefits of aligning your digital ecosystem and efforts with your customer’s journey in order to drive customer engagement and improve service delivery across your organization.
Target Audience
You’re working on one or more digital products, or responsible for marketing to consumers to get them to engage with a digital property and would like to see how you can be even more effective at driving engagement and value to your consumer and for your organization.
Five Things Audience Members Will Learn
How to discover new business opportunities by focusing on customer needs
How to better understand the value of your current marketing, sales, product, service and customer support efforts
Why every organization should be mapping their customer’s journey
The key elements of the customer journey, including how you align marketing, sales, product, service, and customer support efforts along the journey
How to combine a customer journey map with business goals and organizational capabilities to define the most effective digital and service delivery strategy for your organization
Growth Expert Gian Fiero's presentation on strategic networking techniques that can be used to build thriving networks and faciliate career advancement.
Social media can be a powerful tool for storytelling but there are some ethical considerations one has to make. Privacy of those you serve, your obligation to your board, and how you brand yourself on social media are some of the many considerations you have to make. This presentation will explore some ethical dilemma' s a non-profit can face and how your can reduce risks that may come along.
About presenter:
Sean Erreger, is a licensed clinical social worker practicing in the area that also does training around best practices of social media for mental health, healthcare, and non-profits. You can find him at www.stuckonsocialwork.com
2017 ICON Melbourne Forum - Breakout 2: CRISIS AND REPUTATION MANAGEMENTICON
by Darren Behar, SenateSHJ
This session will focus on the latest research into crisis and reputation management, including the latest results from SenateSHJ’s own reputation research of Executive and Board views around Australia.
We will consider a model for staying ahead of the game – and being crisis ready. And we will explore why trust matters as a solid starting point for protecting reputations.
We will also assess the particular challenges of preparing for and managing a crisis as this relates to both traditional and social media.
Why Journey Mapping is Essential for Digital ProductsFITC
Presented at FITC Toronto 2017
More info at http://fitc.ca/event/to17/
presented by Lee Dale, Say Yeah!
Overview
How to improve customer engagement and service delivery in the connected age.
Digital transformation is not a buzzword. It’s the promise that your organization can reach new heights by leveraging digital to provide a superior customer experience and optimize your team’s efforts in doing so. At the same time, there are a vast amount of organizations who believe a digital presence alone is enough to meet customer expectations and keep your organization at the forefront of the connected economy. The general approach is typically to just make sure deliverables exist: we have a responsive website; we listen to customers on our social channels and help lines. But this approach does not ask the right questions of how you can drive consumer engagement and retention, and make sure your team is focused on solving the right problems in the most effective manner.
To do so, every organization needs to align their digital ecosystem with their customer journey. This talk will introduce the process for and key benefits of aligning your digital ecosystem and team efforts to your customer’s journey, including highlighting how you’ll find new business and growth opportunities, while finding those key insights in how to better connect and provide value to your customers.
Objective
To prove the benefits of aligning your digital ecosystem and efforts with your customer’s journey in order to drive customer engagement and improve service delivery across your organization.
Target Audience
You’re working on one or more digital products, or responsible for marketing to consumers to get them to engage with a digital property and would like to see how you can be even more effective at driving engagement and value to your consumer and for your organization.
Five Things Audience Members Will Learn
How to discover new business opportunities by focusing on customer needs
How to better understand the value of your current marketing, sales, product, service and customer support efforts
Why every organization should be mapping their customer’s journey
The key elements of the customer journey, including how you align marketing, sales, product, service, and customer support efforts along the journey
How to combine a customer journey map with business goals and organizational capabilities to define the most effective digital and service delivery strategy for your organization
Growth Expert Gian Fiero's presentation on strategic networking techniques that can be used to build thriving networks and faciliate career advancement.
Social media can be a powerful tool for storytelling but there are some ethical considerations one has to make. Privacy of those you serve, your obligation to your board, and how you brand yourself on social media are some of the many considerations you have to make. This presentation will explore some ethical dilemma' s a non-profit can face and how your can reduce risks that may come along.
About presenter:
Sean Erreger, is a licensed clinical social worker practicing in the area that also does training around best practices of social media for mental health, healthcare, and non-profits. You can find him at www.stuckonsocialwork.com
2017 ICON Melbourne Forum - Breakout 2: CRISIS AND REPUTATION MANAGEMENTICON
by Darren Behar, SenateSHJ
This session will focus on the latest research into crisis and reputation management, including the latest results from SenateSHJ’s own reputation research of Executive and Board views around Australia.
We will consider a model for staying ahead of the game – and being crisis ready. And we will explore why trust matters as a solid starting point for protecting reputations.
We will also assess the particular challenges of preparing for and managing a crisis as this relates to both traditional and social media.
Emotional engagement: The magic ingredient in any customer experienceMary Brodie
These are the slides from a Webinar about the impact of emotions on decision making and customer engagement. To hear the complete webinar presentation, go to: https://gearmark.lpages.co/sign-up-for-cx-magic-ingredient-emotions/
The Bright Future of Market Research Smartees WorkshopInSites on Stage
This is the full slidedeck of our Smartees Workshop on 'the Bright Future of Market Research' (11 February, 2014). The main focus is on how both traditional quantitative and qualitative research can be better, fresher and more contemporary by approaching participants and internal stakeholders differently.
This presentation talks about how to unlock the power of content and personalisation using psychology. It explains:
1. Misconceptions about your target audience – the problem with carrying simplistic audience definitions that suited the world of mass marketing over to digital and how to improve your audience research;
2. Optimising personalisation by measuring behaviour – identifying digital measurements that uncover motivations, needs and intentions;
3. Key principles of psychology for behaviour change – how they can be applied to content strategy and personalisation across digital channels to deliver changes in audience behaviour;
4. Real-world examples with practical and experimental approaches.
Demetris C. Hadjisofocli. Presentation of information on how any individual can explore the opportunity to set up and manage their own business and how they can turn an idea into a business opportunity in the area of social enterprise or regular business. This presentation was given to a group of individuals with various types of disabilities and the purpose was to inform them, encourage them, and facilitate their introduction into the business world. A definition of systemic entrepreneurship, a termed and a process that I developed and coined and use the last 2 years, was given out.
Personalization, Going Beyond the Technology (Como envolver os clientes, sem ...E-Commerce Brasil
Edward Chenard fala sobre "Como envolver os clientes, sem deixar que a tecnologia fique no caminho da relação" no Congresso E-commerce Brasil de Experiência do Cliente 2014.
Where social marketing is headed, from searching for solutions to wicked puzzles, the role of markets in solving public health problems, co-creation of value in behavior change programs, jumping the innovation chasm in adopting evidence-based programs and rethinking the marketing mix.
The mp3 of the talk is available here.
http://bit.ly/1tCG9FQ
I gave this presentation to an undergraduate Design Research class at the University of Kansas, taught by Julia Eschman and Tamara Christensen, in March 2011. It focuses on the importance of finding the right people to drive insights for ethnographic/design research, and addresses tactics for doing so.
Recruiting is a key part of the design research process that often does not get the attention it deserves, to the detriment of project outcomes. I invite you to share your experiences and questions, to build a dialogue about this topic!
The Bright Future of Market Research Smartees WorkshopInSites on Stage
This is the full slidedeck of our Smartees Workshop on 'the Bright Future of Market Research' in Utrecht (15 April, 2014). The main focus is on how both traditional quantitative and qualitative research can be better, fresher and more contemporary by approaching participants and internal stakeholders differently.
ChildStory District Solutions Showcase - TACSI/FutureGov Part 2ChildStory
On 5 February we held a showcase of seven simple technology solutions that were thought up, designed and tested by Districts.
These solutions not only have the potential to make an immediate impact, but are critical in designing the range of broader technical solutions the ChildStory program will deliver.
Over one hundred frontline staff from across the state, the FACS Secretary and the program team came to Alexandria to see the progress of seven innovative solutions, but also to get hands-on experience using them to evaluate how they could support practice.
This is the presentation from one of the companies we're working with.
Emotional engagement: The magic ingredient in any customer experienceMary Brodie
These are the slides from a Webinar about the impact of emotions on decision making and customer engagement. To hear the complete webinar presentation, go to: https://gearmark.lpages.co/sign-up-for-cx-magic-ingredient-emotions/
The Bright Future of Market Research Smartees WorkshopInSites on Stage
This is the full slidedeck of our Smartees Workshop on 'the Bright Future of Market Research' (11 February, 2014). The main focus is on how both traditional quantitative and qualitative research can be better, fresher and more contemporary by approaching participants and internal stakeholders differently.
This presentation talks about how to unlock the power of content and personalisation using psychology. It explains:
1. Misconceptions about your target audience – the problem with carrying simplistic audience definitions that suited the world of mass marketing over to digital and how to improve your audience research;
2. Optimising personalisation by measuring behaviour – identifying digital measurements that uncover motivations, needs and intentions;
3. Key principles of psychology for behaviour change – how they can be applied to content strategy and personalisation across digital channels to deliver changes in audience behaviour;
4. Real-world examples with practical and experimental approaches.
Demetris C. Hadjisofocli. Presentation of information on how any individual can explore the opportunity to set up and manage their own business and how they can turn an idea into a business opportunity in the area of social enterprise or regular business. This presentation was given to a group of individuals with various types of disabilities and the purpose was to inform them, encourage them, and facilitate their introduction into the business world. A definition of systemic entrepreneurship, a termed and a process that I developed and coined and use the last 2 years, was given out.
Personalization, Going Beyond the Technology (Como envolver os clientes, sem ...E-Commerce Brasil
Edward Chenard fala sobre "Como envolver os clientes, sem deixar que a tecnologia fique no caminho da relação" no Congresso E-commerce Brasil de Experiência do Cliente 2014.
Where social marketing is headed, from searching for solutions to wicked puzzles, the role of markets in solving public health problems, co-creation of value in behavior change programs, jumping the innovation chasm in adopting evidence-based programs and rethinking the marketing mix.
The mp3 of the talk is available here.
http://bit.ly/1tCG9FQ
I gave this presentation to an undergraduate Design Research class at the University of Kansas, taught by Julia Eschman and Tamara Christensen, in March 2011. It focuses on the importance of finding the right people to drive insights for ethnographic/design research, and addresses tactics for doing so.
Recruiting is a key part of the design research process that often does not get the attention it deserves, to the detriment of project outcomes. I invite you to share your experiences and questions, to build a dialogue about this topic!
The Bright Future of Market Research Smartees WorkshopInSites on Stage
This is the full slidedeck of our Smartees Workshop on 'the Bright Future of Market Research' in Utrecht (15 April, 2014). The main focus is on how both traditional quantitative and qualitative research can be better, fresher and more contemporary by approaching participants and internal stakeholders differently.
ChildStory District Solutions Showcase - TACSI/FutureGov Part 2ChildStory
On 5 February we held a showcase of seven simple technology solutions that were thought up, designed and tested by Districts.
These solutions not only have the potential to make an immediate impact, but are critical in designing the range of broader technical solutions the ChildStory program will deliver.
Over one hundred frontline staff from across the state, the FACS Secretary and the program team came to Alexandria to see the progress of seven innovative solutions, but also to get hands-on experience using them to evaluate how they could support practice.
This is the presentation from one of the companies we're working with.
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
In the Adani-Hindenburg case, what is SEBI investigating.pptxAdani case
Adani SEBI investigation revealed that the latter had sought information from five foreign jurisdictions concerning the holdings of the firm’s foreign portfolio investors (FPIs) in relation to the alleged violations of the MPS Regulations. Nevertheless, the economic interest of the twelve FPIs based in tax haven jurisdictions still needs to be determined. The Adani Group firms classed these FPIs as public shareholders. According to Hindenburg, FPIs were used to get around regulatory standards.
Buy Verified PayPal Account | Buy Google 5 Star Reviewsusawebmarket
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An introduction to the cryptocurrency investment platform Binance Savings.Any kyc Account
Learn how to use Binance Savings to expand your bitcoin holdings. Discover how to maximize your earnings on one of the most reliable cryptocurrency exchange platforms, as well as how to earn interest on your cryptocurrency holdings and the various savings choices available.
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
11. How do we choose which product
to focus on?
Is this an outcome that will improve
adoption or engagement?
How do we improve the
experience of this product?
12. Despite our best efforts of
designing for people, we’re
failing them.
43. Talk to your customers.
Talk to your sales and
support staff.
Talk to people who have
purchased related products.
44. Ask people how they
identify and solve the
problem your organization
is looking to solve.
45. Example stages of a
customer journey.
Parent Care Customer Journey
for Adult Children
Problem Identification
Define Need—1-2 weeks Search and Share—2-4 weeks
Stages
User Tasks
Problem Analysis Internal Discussion of Options External Res
Planning funeral
Attending specialist’s appointments
Spending time at the hospital
Consulting with government
funded services
Search for resources
(offline, internet)
Speak to experts or family/friends
who have gone through the
experience
Consult with loved one
Setting up supports to assist
with activities of daily living
Work with publicly available supports
(e.g. CCAC coverage)
Hire home care or family take on
care/daily responsibilities.
Explore long-term options:
i. retirement home living
ii. make home senior friendly
iii. hire home care provider
Conduct Goog
Seek out word
Seek out referra
service provide
psychological, fi
Work with publ
(e.g. CCAC cove
47. If you have various types of
customers, each of them
may even follow different
stages.
48. What the user is trying to
accomplish.
What tasks they’ll perform to
get there.
Their state of mind at the time.
49. Parent Care Customer Journey
for Adult Children
Problem Identification
Define Need—1-2 weeks
Ask our experts
Blog
Resources
Social channels
Advertising
PR
Search locations
Share locations
Shortlists
Comparitive view of locations
Share location shortlists
Tour booking &
confirmation
Advisors
Partnerships
Advisors
Partnerships
Advertising
SEO
FAQ
Resource Content
SEO
Awareness
Search and Share—2-4 weeks Final Review—2-3 weeks Commit—1 -2 weeks Moving into home Living at home
Stages
Relevance
User Tasks
Players
Media
Tactics
User Thoughts
User Feelings
Problem Analysis Internal Discussion of Options External Research Comparison of Options Purchase Decision Post-purchaseTours & Interviews
Ask our experts
Blog
Resources
Ask our experts
Blog
Resources
I’m afraid for my parent’s safety.
Will my parents be able to meet
needs of their daily living?
It’s taking too much time to organize
interim solutions while planning for
the future.
How serious is it?
How safe is it to live at home?
How long will the problem last?
What supports exist in my
community?
How much money do we have to
put towards the problem?
How long can the family take on
care/daily responsibility?
Will my parent(s)/other family
members be able to come to a
decision together?
Do we want to move the parent
out of their home?
Should we sell the home or
renovate it?
I don’t know where to begin.
I don’t have enough time to dedicate
hours of research and making calls
can be difficult at work.
I’m letting things drop at work and
with my other responsibilities.
Both home-care and retirement
living are expensive.
If I sell the house, I have to deal with
all of the downgrading and moving
Will my parent be able to live here until RIP?
What are my parents needs versus their wants?
Are the people that live here happy?
How do I continue to care give once
my parent moves in?
Are there social activities available? Is the food
tasty? Is it clean? Is there access to
transportation? Do the staff care about the
residents?
What’s included in the rental price and what is
extra?
I have to plan to pay more for care on top of
the costs of monthly rent.
Is my parent going to be with people that are s
icker than them?
Planning funeral
Attending specialist’s appointments
Spending time at the hospital
Consulting with government
funded services
Search for resources
(offline, internet)
Speak to experts or family/friends
who have gone through the
experience
Consult with loved one
Setting up supports to assist
with activities of daily living
Work with publicly available supports
(e.g. CCAC coverage)
Hire home care or family take on
care/daily responsibilities.
Explore long-term options:
i. retirement home living
ii. make home senior friendly
iii. hire home care provider
Conduct Google search
Seek out word of mouth referrals
Seek out referral to resources by
service providers (legal, medical,
psychological, financial, workplace)
Work with publicly available supports
(e.g. CCAC coverage)
Service providers (care staff at
hospital or rehabilitation clinics)
Immediate family members and
close friends
Low Medium Medium High
Service providers (Seniors
transportation providers, grocery
delivery, pharmacy, Our Business)
Immediate family members and
close friends
Trusted advisors (HR, workplace
support programs, lawyers,
financial advisors)
Service providers (real estate agents,
government assistsance—ie, CCAC
worker, Our Business)
Immediate family members and
close friends
Trusted advisors (lawyers,
financial advisors)
Adult children
Service providers (retirement home
sales staff, home-care providers,
Our Business)
Resource providers
Workplace supports/HR department
Social Workers
Family
Service providers
(retirment home sales staff,
Our Business)
Resource providers
Family
Service providers
(retirment commmunity staff,
Our Business)
Resource providers
Select homes to short-list (~4)
Compare options
(rental price, care type, location)
Share information with
stakeholders
Complete needs analysis of homes
based on parent needs/wants
Panic
Crisis mode
Reacting to immediate needs
Stress around how time consuming
caring for their parent is
Grief
Helplessness
Fear for their parent
Ambiguity around the unknown
Guilt that you have to change
the course of their parent’s life
Guilt and sadness
Worry about making the right
decision
Confusion/helplessness around
where to go for resources,
Fear that their loved one is socially
isolated because they’re losing
independence
Overwhelmed
Guilty
Shock
Who is running the tour, where is it,
what time is it, how far is it from
the next tour?
What if the people at the home
seem a lot older than my parent?
What kinds of social programs are
around?
Book tours M-F during working
hours or aft
Coordinate times with other
stakeholders
Schedule life around tours
Go on actual tour
High
Ambiguity around what to expect
from retirement homes
Fear that their parent will “break
down” at any point
Shock at wait-list information
(if applicable, usually only in urban
areas)
Stress managing the tour
information
Family
Service providers
(retirment commmunity staff,
Our Business)
Resource providers
Trusted advisors (lawyers,
financial advisors)
Service providers (downgrading
company, moving company,
real-estate agents, auction houses)
This process is taking over my life
and I want the decision to be made
What is my parent’s monthly
allowance?
How much can we get from the
sale of the house?
Do I have to supplement costs?
Will the costs rise as they need
more care?
Looking at finances/sale of the
house
Discuss with stakeholders
Review whether the home meets
parent’s needs and wants
Discuss with parents
Pack up the old home
Downsize belongings
Sell old belongings
Prepare parents for move, make
sure new apartment is set-up
(painted, carpets changed)
Shift from being a caregiver to
being an advocate
Visiting parents to check in and
spend time together
Medium Moderate Low
Guilt regarding the feelings of
burden this is causing them
Stress because they are dropping
other work/family responsibilities
Tension communicating with
parent(s) around shifting their
lifestyle
Overwhelmed because juggling
real-estate conversations around
sale of the house and figuring out
monthly allowance for living
+ care costs
Relief around making a decision
Worry about making the best
No looking back now
What belongings do me/my family
members keep and what do we sell?
Do we need to set up any other
services for the retirement home?
E.g. transportation, CCAC care
coming to the home
Sadness to be giving up the old
family home/belongings
Tension organizing everything
with parents
Overwhelmed because juggling
multiple service providers
Family (immediate)
New friends made at the
retirement home
Service providers (retirement
community operational staff,
care providers)
How can I make my parent know
that I care about them?
How can I become involved with
my parent at the retirement home?
Do my parents need any additional
support that I have to pay for?
Life is returning to normal
Important date notificationsCustomer followup
Relief but also guilt about not
visiting parents enough
Overwhelmed at the variables to be considered
Frustrated by the lack of consolidated/
comparable information
Confused as to the various care options
Guilt/fear towards choosing the wrong place
Anxious once they realize the costs associated
Frustrated because information online requires
calling resources
Upset imagining their parent living at a home
Choose Retirement Living Choose Other
High
Select from:
Home care
Renovations
Social supports
Family support
Resource for when living at
home is no longer an option
Support caregiver through
useful dialog or information
Support caregiver through
retirement calculator
Medium
Service providers (banks and
institutions, Our Business)
Trusted advisors (lawyers,
financial advisors)
Resource providers
Social Workers
Family
If more information or options
are required.
When you have your journey
mapped out you’ll have
something like this.
50. “The importance of customer
journey maps exceeds their
prevalence.”
@chrisrisdon Capital One (2011)
55. So how does this translate to
something actionable?
56. By understanding the customer
journey and the organizational
model and capabilities, we can
begin to align the organization
to the customer journey.
71. Map the customer journey
from the customer’s point of
view, not yours.
72. Parent Care Customer Journey
for Adult Children
Problem Identification
Define Need—1-2 weeks
Ask our experts
Blog
Resources
Social channels
Advertising
PR
Search locations
Share locations
Shortlists
Comparitive view of locations
Share location shortlists
Tour booking &
confirmation
Advisors
Partnerships
Advisors
Partnerships
Advertising
SEO
FAQ
Resource Content
SEO
Awareness
Search and Share—2-4 weeks Final Review—2-3 weeks Commit—1 -2 weeks Moving into home Living at home
Stages
Relevance
User Tasks
Players
Media
Tactics
User Thoughts
User Feelings
Problem Analysis Internal Discussion of Options External Research Comparison of Options Purchase Decision Post-purchaseTours & Interviews
Ask our experts
Blog
Resources
Ask our experts
Blog
Resources
I’m afraid for my parent’s safety.
Will my parents be able to meet
needs of their daily living?
It’s taking too much time to organize
interim solutions while planning for
the future.
How serious is it?
How safe is it to live at home?
How long will the problem last?
What supports exist in my
community?
How much money do we have to
put towards the problem?
How long can the family take on
care/daily responsibility?
Will my parent(s)/other family
members be able to come to a
decision together?
Do we want to move the parent
out of their home?
Should we sell the home or
renovate it?
I don’t know where to begin.
I don’t have enough time to dedicate
hours of research and making calls
can be difficult at work.
I’m letting things drop at work and
with my other responsibilities.
Both home-care and retirement
living are expensive.
If I sell the house, I have to deal with
all of the downgrading and moving
Will my parent be able to live here until RIP?
What are my parents needs versus their wants?
Are the people that live here happy?
How do I continue to care give once
my parent moves in?
Are there social activities available? Is the food
tasty? Is it clean? Is there access to
transportation? Do the staff care about the
residents?
What’s included in the rental price and what is
extra?
I have to plan to pay more for care on top of
the costs of monthly rent.
Is my parent going to be with people that are s
icker than them?
Planning funeral
Attending specialist’s appointments
Spending time at the hospital
Consulting with government
funded services
Search for resources
(offline, internet)
Speak to experts or family/friends
who have gone through the
experience
Consult with loved one
Setting up supports to assist
with activities of daily living
Work with publicly available supports
(e.g. CCAC coverage)
Hire home care or family take on
care/daily responsibilities.
Explore long-term options:
i. retirement home living
ii. make home senior friendly
iii. hire home care provider
Conduct Google search
Seek out word of mouth referrals
Seek out referral to resources by
service providers (legal, medical,
psychological, financial, workplace)
Work with publicly available supports
(e.g. CCAC coverage)
Service providers (care staff at
hospital or rehabilitation clinics)
Immediate family members and
close friends
Low Medium Medium High
Service providers (Seniors
transportation providers, grocery
delivery, pharmacy, Our Business)
Immediate family members and
close friends
Trusted advisors (HR, workplace
support programs, lawyers,
financial advisors)
Service providers (real estate agents,
government assistsance—ie, CCAC
worker, Our Business)
Immediate family members and
close friends
Trusted advisors (lawyers,
financial advisors)
Adult children
Service providers (retirement home
sales staff, home-care providers,
Our Business)
Resource providers
Workplace supports/HR department
Social Workers
Family
Service providers
(retirment home sales staff,
Our Business)
Resource providers
Family
Service providers
(retirment commmunity staff,
Our Business)
Resource providers
Select homes to short-list (~4)
Compare options
(rental price, care type, location)
Share information with
stakeholders
Complete needs analysis of homes
based on parent needs/wants
Panic
Crisis mode
Reacting to immediate needs
Stress around how time consuming
caring for their parent is
Grief
Helplessness
Fear for their parent
Ambiguity around the unknown
Guilt that you have to change
the course of their parent’s life
Guilt and sadness
Worry about making the right
decision
Confusion/helplessness around
where to go for resources,
Fear that their loved one is socially
isolated because they’re losing
independence
Overwhelmed
Guilty
Shock
Who is running the tour, where is it,
what time is it, how far is it from
the next tour?
What if the people at the home
seem a lot older than my parent?
What kinds of social programs are
around?
Book tours M-F during working
hours or aft
Coordinate times with other
stakeholders
Schedule life around tours
Go on actual tour
High
Ambiguity around what to expect
from retirement homes
Fear that their parent will “break
down” at any point
Shock at wait-list information
(if applicable, usually only in urban
areas)
Stress managing the tour
information
Family
Service providers
(retirment commmunity staff,
Our Business)
Resource providers
Trusted advisors (lawyers,
financial advisors)
Service providers (downgrading
company, moving company,
real-estate agents, auction houses)
This process is taking over my life
and I want the decision to be made
What is my parent’s monthly
allowance?
How much can we get from the
sale of the house?
Do I have to supplement costs?
Will the costs rise as they need
more care?
Looking at finances/sale of the
house
Discuss with stakeholders
Review whether the home meets
parent’s needs and wants
Discuss with parents
Pack up the old home
Downsize belongings
Sell old belongings
Prepare parents for move, make
sure new apartment is set-up
(painted, carpets changed)
Shift from being a caregiver to
being an advocate
Visiting parents to check in and
spend time together
Medium Moderate Low
Guilt regarding the feelings of
burden this is causing them
Stress because they are dropping
other work/family responsibilities
Tension communicating with
parent(s) around shifting their
lifestyle
Overwhelmed because juggling
real-estate conversations around
sale of the house and figuring out
monthly allowance for living
+ care costs
Relief around making a decision
Worry about making the best
No looking back now
What belongings do me/my family
members keep and what do we sell?
Do we need to set up any other
services for the retirement home?
E.g. transportation, CCAC care
coming to the home
Sadness to be giving up the old
family home/belongings
Tension organizing everything
with parents
Overwhelmed because juggling
multiple service providers
Family (immediate)
New friends made at the
retirement home
Service providers (retirement
community operational staff,
care providers)
How can I make my parent know
that I care about them?
How can I become involved with
my parent at the retirement home?
Do my parents need any additional
support that I have to pay for?
Life is returning to normal
Important date notificationsCustomer followup
Relief but also guilt about not
visiting parents enough
Overwhelmed at the variables to be considered
Frustrated by the lack of consolidated/
comparable information
Confused as to the various care options
Guilt/fear towards choosing the wrong place
Anxious once they realize the costs associated
Frustrated because information online requires
calling resources
Upset imagining their parent living at a home
Choose Retirement Living Choose Other
High
Select from:
Home care
Renovations
Social supports
Family support
Resource for when living at
home is no longer an option
Support caregiver through
useful dialog or information
Support caregiver through
retirement calculator
Medium
Service providers (banks and
institutions, Our Business)
Trusted advisors (lawyers,
financial advisors)
Resource providers
Social Workers
Family
If more information or options
are required.
Here’s a journey map for a
company that helps people
find retirement homes.
73. Comparison of Options
Family
Service providers
(retirment home sales staff,
Select homes to short-list (~4)
Compare options
(rental price, care type, location)
Share information with
stakeholders
Complete needs analysis of homes
based on parent needs/wants
Choose Retirement Living Choose Other
Select from:
Home care
Renovations
Social supports
Family support
Service providers (banks and
institutions, Our Business)
Trusted advisors (lawyers,
There are a number of
options in addition to
retirement homes.
80. The smart filter introduced
capabilities that benefitted
both the customer and the
organization.
81. DAILY ROUTINE
NOT OK
FILTRATION
SYSTEM
OK
UPDATE PLANT
STATUS REPORT
(PRODIGY-D/M)
CHECK MAINTENANCE
SCHEDULE
(PRODIGY-D/M)
CONDUCT PRODIGY-D
PRESCRIBED MAINTENANCE
(filtration system/plant)
EXIT FACILITY
UPDATE PLANT STATUS REPORT
(PRODIGY-D/M)
PLANT STATUS REPORT
HAND-OFF
(PRODIGY-D/M)
SIGN OUT
(PRODIGY-D/M)
FILTRATIO
RESPONSIBIL
DAILY ROUTINE
ENTER FACILITY SIGN IN
(PRODIGY-D)
RECEIVE INITIAL PLANT
STATUS REPORT HAND-OFF
(PRODIGY-D)
START INSPECTION
(PRODIGY-D/M,
LED indicators,
walk-around)
START
SAMPLE
(retrieve kit, draw,
submit sample)
FLUID ISSUE
MECHANICAL
ISSUE (leak)
FILTER ISSUE VERIFY
FIX
(sight,
PRODIGY-M)
CORRECTIVE
ACTION
(check connections,
by-pass filter,
shut down system,
disassemble, diagnose,
repair, reassemble
restart system)
VERIFY
FIX
(sight,
PRODIGY-M)
NOT O
PROCES
(PRODIGY
REPLACE
FILTER
(by-pass filter,
shut down system,
disassemble,
install, reassemble
restart system)
PROCES
(PRODIGY
CONDITION BASED
DISPOSE OF CONSUMABLES
(proper disposal, logging disposal - PRODIGY-D/M)
ACQUIRE
CORRECT FILTER
FOR REPLACEMENT
(PRODIGY-M)
CONTACT IT TEAM
(PRODIGY-M)
PRODIGY
COMMUNICATION
(disconnected)
CORRECTIVE
ACTION
(restore power, replace
Prodigy module, replace
gateway)
REVIEW
WITH PROCESS
ENGINEER
(phone, text, in person,
PRODIGY-D/M)
VERIFY
FIX
( PRODIGY-M)
NOT O
PROCES
(PRODIGY
So where does the customer
journey map come in?