Journey Mapping
SOLUTIONS
Journey Mapping Gain deep, accurate insights into your customers’ collective experiences with your business.
MaritzCX Customer Journey Mapping Objectives
MaritzCX Journey Mapping Elements
• Explore, document, and understand the personal, emotional parts of the customer experience that quantitative measures alone often miss
• Customer objectives and expectations
• Create a detailed visual representation that places specific customer touch points and interactions in the larger context of the complete customer journey • Identify the key moments of truth that impact customer perceptions and satisfaction the most, so you can monitor and improve them over time
• ID major journey steps and sub-steps • Common Flow of Interactions • High impact Moments of Truth • Pain Points & Satisfiers • Thoughts, Attitudes & Emotions • Time
• Build a common, shared, and accurate inside view of what your customers experience, so you can build a strong culture of understanding and CX improvement across your entire organization • Reveal gaps and weaknesses in your existing Voice of What Does the Mapping Process Look Like?
Customer (VoC) program that may be limiting your ability Customer Create the feedback Review Ideate Future to turn customer into Listening & business results
Project Scoping Meeting
Company View
Learning
Current State
State
Purpose:
Purpose:
Purpose:
Purpose:
Purpose:
Review relevant research branding & company promises. Jointly define the scope and success.
Build a map of the company perpective of the customer journey to guide customer interviews.
Understand from multiple approaches the experience a customer has with your company.
Establish a common understanding of the current journey & ID key insights for creating a new journey.
Use new learnings to create near term & longer term solutions.
What Does the Mapping Process Look Like?
Discovery Meeting
Employee Workshop
Qualitative Validation
Quantitative Validation
Final Report & Roadmap
Blueprinting & Action Planning Workshop
Blueprinting & Action Experience Planning Workshop & DesignDesign Experience
Purpose:
Purpose:
Purpose:
Purpose:
Purpose:
Purpose:
Purpose:
Review relevant research branding & company promises. Jointly define the scope and success.
Build a map of the company perpective of the customer journey to guide customer interviews.
Understand from multiple approaches the experience a customer has with your company.
Understand from multiple approaches the experience a customer has with your company.
Establish a common understanding of the current journey & ID key insights for creating a new journey.
Use new learnings to create near term & longer term solutions.
Use new learnings to create near term & longer term solutions.
MARITZCX.COM
Journey Mapping Gain deep, accurate insights into your customers’ collective experiences with your business.
MaritzCX Customer Journey Mapping Objectives
MaritzCX Journey Mapping Elements
• Explore, document, and understand the personal, emotional parts of the customer experience that quantitative measures alone often miss
• Customer objectives and expectations
• Create a detailed visual representation that places specific customer touch points and interactions in the larger context of the complete customer journey • Identify the key moments of truth that impact customer perceptions and satisfaction the most, so you can monitor and improve them over time
• ID major journey steps and sub-steps • Common Flow of Interactions • High impact Moments of Truth • Pain Points & Satisfiers • Thoughts, Attitudes & Emotions • Time
• Build a common, shared, and accurate inside view of what your customers experience, so you can build a strong culture of understanding and CX improvement across your entire organization • Reveal gaps and weaknesses in your existing Voice of What Does the Mapping Process Look Like?
Customer (VoC) program that may be limiting your ability Customer Create the feedback Review Ideate Future to turn customer into Listening & business results
Project Scoping Meeting
Company View
Learning
Current State
State
Purpose:
Purpose:
Purpose:
Purpose:
Purpose:
Review relevant research branding & company promises. Jointly define the scope and success.
Build a map of the company perpective of the customer journey to guide customer interviews.
Understand from multiple approaches the experience a customer has with your company.
Establish a common understanding of the current journey & ID key insights for creating a new journey.
Use new learnings to create near term & longer term solutions.
What Does the Mapping Process Look Like?
Discovery Meeting
Employee Workshop
Qualitative Validation
Quantitative Validation
Final Report & Roadmap
Blueprinting & Action Planning Workshop
Blueprinting & Action Experience Planning Workshop & DesignDesign Experience
Purpose:
Purpose:
Purpose:
Purpose:
Purpose:
Purpose:
Purpose:
Review relevant research branding & company promises. Jointly define the scope and success.
Build a map of the company perpective of the customer journey to guide customer interviews.
Understand from multiple approaches the experience a customer has with your company.
Understand from multiple approaches the experience a customer has with your company.
Establish a common understanding of the current journey & ID key insights for creating a new journey.
Use new learnings to create near term & longer term solutions.
Use new learnings to create near term & longer term solutions.
MARITZCX.COM
