Journey Mapping
Building a business case for a service improvement
Build a service-improvement case around a customer problem, baseline, credible options, costs, benefits, risks and a clear decision request.
Section
Journey Mapping
Journey Mapping
Combining interviews with observed customer behaviour
Plan interviews and task observation around one question, compare what customers say and do, and keep interpretations traceable.
Journey Mapping
Comparing account creation with guest access from a CX perspective
Compare account and guest routes by task completion, return access, recovery and service security needs.
Journey Mapping
Complaint journey design
Design a complaint journey that customers can find, understand and complete, while turning repeated failures into fixes.
Journey Mapping
Customer effort reduction
Customer effort is the work a person must do to get an ordinary need resolved.
Journey Mapping
Customer journey mapping
Learn how to scope an evidence-based customer journey map, show the complete task and use it to find service improvements.
Journey Mapping
Distinguishing a journey map from an internal process diagram
See what each diagram shows, choose the right view for a customer question and connect the two without confusing internal completion with customer success.
Journey Mapping
Identifying handoffs that create customer effort
Find the transfers in a customer journey that lead to repeated details, chasing and lost progress, and record what still needs checking.
Journey Mapping
Identifying steps customers must repeat
Repeated work is easy for an organisation to miss because each team sees only its own interaction.
Journey Mapping
Mapping a journey from the customer's perspective
Reconstruct a customer journey from the person's goal, actions and questions, including the work before and after your recorded touchpoints.
Journey Mapping
Omnichannel customer experience
Design a customer experience that keeps answers, context and ownership connected when people use more than one service channel.
Journey Mapping
Preserving context when customers change channels
Learn what to carry into a new service channel, how to handle corrections and verification, and how to check whether the handover works.
Journey Mapping
Testing alternatives to a phone-only service process
Compare a phone task with another route from entry to verified outcome, including access, protection, ownership and follow-up.