Visualizing the customer experience using customer experience journey maps. Too often when we think of a customer, our view is filtered through the lens of our job, profession, department, or specialty.
Think of how patients are treated in most hospitals. They are viewed as a disease, an illness, a collection of parts – each with its own specialist. The hospital system is designed for the convenience of the specialists, not for the needs of the patient. Customer Experience. JOURNEY MAP. Visualizing the customer experience using customer experience journey maps.
Customer journey. Create a new Customer Journey Canvas. This tool supports the audit of existing services and covers not only the period of time associated with the encounter but also the pre-service and post-service phases of the journey.
Customer journey maps are typically focused on the front stage encounter from the customer’s point-of-view but as an audit it’d be great to see a complementary version demonstrating the connections with the back stage supporting processes. Service Design Thinking is an upcoming term that will be (or already is) going viral among businesses. The name is pretty self explanatory—it basically refers to the process of brainstorming and designing services. The Customer Journey Canvas is a template to facilitate this process. Customer_Centricity_Paper_29_April_Final. Customer_Centricity_Paper_29_April_Final.