Designing Services.Energizing Change.
Customer Journey Mappingwith
FRONTDESK
FORMSand
DOCS
SALESTEAM
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A customer is surrounded by touchpoints
Website
FORMSand
DOCS
SALESTEAM
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SOCIALMEDIA
HELPDESK
FRONTDESKADVERTISING
BUSINESS CARD
EMAILFRONTDESK
MOBILE
WEBSITE
These touchpoints are where interactions happenthroughout the customer’s journey
Attract Inform Buy Deliver Get support
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A journey which can
be mapped
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This is a source of inspiration to design
an improved experience
CUSTOMER JOURNEY MAPPING PROCESS
Always based on field research and talking to real customers
Participative workshop using sticky notes
Very powerful to gain insights
Make it a continuous process and not a one time exercise ?
Move beyond static output? Share and administer updates?
Many hours spent drawing – not on strategy and execution
But now what ?
How to ?
TOUCHPOINT DASHBOARDhelps to present, organize, prioritize, share,
measure and prototype the customer experience for better decision making
Identify Touchpoints, the moments of engagement with
the customer
Map the cognitive and emotional
experience and other Attributes
Touchpoints and their Attributes
Find Pain Points, Best Practices, Moments of Truth,
and indicate using Stickers from Icon library!
Reports are simple spreadsheet-style views of touchpoints and attributes
Track the implemention of actions with Report & Chart View
Import, Export, Share & Print
Kite Consultants
We provide insightWe inspireWe give guidance
www.kiteconsultants.eu
@jurgentanghe / @Idkite
Rijnkaai 98, 2000 AntwerpBelgium