Journey Map To Plot the Customer Experience
A journey is a tool to map out the customer experience of (a part of) your product/service in a visual way.
Suppose your organization provides a product or service, for example, mobile phone subscriptions. On your Journey Map, you will find a customer who goes through the process of selecting and purchasing a subscription (scenario), how the customer perceives each step (experience), what you learned about the overall needs of your customers (insights), and what can still be improved (opportunities). A journey map will serve your organization in understanding how your customers interact with your product/service and it helps see opportunities to improve the customer experience.This sounds more difficult than it is, but use this template and you will be guided step-by-step in making your own journey map.From our experience as a service design agency, we also provide you with tips and examples for how you can use a Journey Map for empathizing with your customer and improving your customer experience. Additionally, a Journey Map can be used to gain a complete overview of your services and improve collaboration between your departments.Our instructions for making your own Journey Map:
The scenario: Determine the scenario and profile. With this scenario, sketch a first draft of what this journey could look like from the perspective of your customer. You can enrich the scenario by adding drawings or pictures.
The research insights: collect and plot existing data on the journey map (reviews, earlier research, and personas). Look for knowledge gaps and assumptions that need validation. Execute user research to collect additional insights about the customer experience (i.e. interviews or observations). Analyze this data and cluster corresponding findings, quotes and insights and plot these on your journey map.
The customer experience: Define the customer experience based on the research and insights collected, and draw the emotion curve. Here you emphasize where things go well and where improvement is needed. Determine which steps make or break the overall experience and where to focus first.
The opportunities: Together with key stakeholders, analyze the journey to spot opportunities that can improve your customer experience. The journey might contain a lot of information and opportunities, so summarise the key takeaways to make the journey actionable, and determine what the next steps will be.
This template was created by Essense.
Get started with this template right now.
Service Blueprint by Sahar Naderi
Works best for:
Research & Design
Designed with usability in mind, this template features an intuitive layout that makes it easy to map out your service process from start to finish.
Ansoff Matrix Template
Works best for:
Leadership, Operations, Strategic Planning
Keep growing. Keep scaling. Keep finding those new opportunities in new markets—and creative new ways to reach customers there. Sound like your approach? Then this template might be a great fit. An Ansoff Matrix (aka, a product or market expansion grid) is broken into four potential growth strategies: Market Penetration, Market Development, Product Development, and Diversification. When you go through each section with your team, you’ll get a clear view of your options going forward and the potential risks and rewards of each.
Bang for the Buck Template
Works best for:
Project Management, Strategic Planning, Prioritization
The name pretty much says it—this Agile framework is all about helping you maximize efficiency by powering collaboration between product managers and dev teams. Together you can go over each to-do on the project agenda and evaluate them in terms of costs and benefits. That way you can prioritize tasks based on how much bang for your buck they deliver. This template is great for teams and organizations that want to make a strategic plan to tackle an upcoming sprint.
Sprint Planning by Piera Mattioli
Works best for:
Planning, Strategy
Sprint Planning Template helps you organize and plan your sprints effectively. It allows you to set goals, allocate tasks, and track progress, ensuring your team stays focused and meets sprint objectives. Perfect for agile teams.
Elevator Pitch Template
Elevator Pitch Boards are concise and effective tools to showcase your idea and generate interest from stakeholders. It's an opportunity to receive valuable feedback and ensure that your proposal aligns with your target audience's needs.
Fishbone RCA
Works best for:
Problem solving, Strategy
Use the Fishbone RCA template to conduct a thorough root cause analysis (RCA) for any problem. This template helps you break down complex issues into manageable categories, enabling you to identify the underlying causes. It's an effective tool for improving processes, solving problems, and preventing future issues.