The SuiteCX Approach to Customer Journey Mapping
The SuiteCX Approach to Customer Journey Mapping Part 1: Current state
Part 2: Experience mapping
Part 3: Roadmap
Customer Experience Improvement Strategy PLAN
G AT H E R
MAP
OUTPUTS
••
Set the scope
••
Interview
••
Design framework
••
Ideation
••
Understand the objectives
••
••
Deep drills
Ensure resources
Plot customer interactions on map; refine & validate
••
••
Capture data, artifacts, documents
••
Ethnographic research
••
••
Prioritization
••
Segmentation
Overlay metrics, customer data & collateral
••
Validation
ROADMAP ••
Bucket prioritized into Initiatives
••
Recommendations Roadmap
Organizational Change
Brainstorm maps look like butcher paper and sticky notes, documenting the workshop experience
Inventory grid maps contain every possible interaction with scores, attachments, annotation and story data
Segments/Personas allow you to visualize your key customers
Storytelling maps showcase the experience, using icons and color to provide a powerful visual customer story
Process flow diagrams tell the story with a more traditional focus on decision tress, data stores, etc.
Roll up maps pull many individual maps into one location to tell story across the lifecycle
Once clients understand the renewable benefits of mapping they make it a part of continuous improvements programs
TA N G I B L E ••
I N TA N G I B L E
Documentation of each interaction point
••
Engagement of key stakeholders across divisions and business units
-- Wide variety of emotional/rational data points
••
Improved absorption of information
-- Holistic view of the company, employee & customer experience
••
Forum for breaking down silos:
-- Flow across the path to purchase ••
-- Customers view and experience a whole brand — not divisions or business units
Clear presentation of what’s working, what’s not working, and why -- Data driven specifics
-- Greater coordination is needed across the organization to present a
-- Gaps and opportunities between each -- Barriers to conversion -- Revenue acceleration ••
Strategic insights
••
Actionable tactics
••
Collaborative planning vehicle
©2016, suitecx Inc.
holistic view to customers ••
Rationalization of company, employee and customer needs
••
Emotional buy-in through visual storytelling
Part 2: Experience mapping
Part 3: Roadmap
Customer Experience Improvement Strategy PLAN
G AT H E R
MAP
OUTPUTS
••
Set the scope
••
Interview
••
Design framework
••
Ideation
••
Understand the objectives
••
••
Deep drills
Ensure resources
Plot customer interactions on map; refine & validate
••
••
Capture data, artifacts, documents
••
Ethnographic research
••
••
Prioritization
••
Segmentation
Overlay metrics, customer data & collateral
••
Validation
ROADMAP ••
Bucket prioritized into Initiatives
••
Recommendations Roadmap
Organizational Change
Brainstorm maps look like butcher paper and sticky notes, documenting the workshop experience
Inventory grid maps contain every possible interaction with scores, attachments, annotation and story data
Segments/Personas allow you to visualize your key customers
Storytelling maps showcase the experience, using icons and color to provide a powerful visual customer story
Process flow diagrams tell the story with a more traditional focus on decision tress, data stores, etc.
Roll up maps pull many individual maps into one location to tell story across the lifecycle
Once clients understand the renewable benefits of mapping they make it a part of continuous improvements programs
TA N G I B L E ••
I N TA N G I B L E
Documentation of each interaction point
••
Engagement of key stakeholders across divisions and business units
-- Wide variety of emotional/rational data points
••
Improved absorption of information
-- Holistic view of the company, employee & customer experience
••
Forum for breaking down silos:
-- Flow across the path to purchase ••
-- Customers view and experience a whole brand — not divisions or business units
Clear presentation of what’s working, what’s not working, and why -- Data driven specifics
-- Greater coordination is needed across the organization to present a
-- Gaps and opportunities between each -- Barriers to conversion -- Revenue acceleration ••
Strategic insights
••
Actionable tactics
••
Collaborative planning vehicle
©2016, suitecx Inc.
holistic view to customers ••
Rationalization of company, employee and customer needs
••
Emotional buy-in through visual storytelling
