Why: Discover ways to streamline operations, enhance customer satisfaction, and deliver a seamless and consistent service
When: Use to design or refine service experiences or when seeking to improve service delivery and customer satisfaction
Instructions for running this play
- Choose the customer scenario you want to explore
- Review business goals (final outcome) and relevant user research.
- Build a Journey Map together, plotting in the actions a customer will take in chronological order
- Build out the map together. Plot processes, actors, support systems, and technologies that exist behind the scenes.
- Draw lines of interaction, where the customer interacts with your service or employees
- Draw lines of visibility, where your organizational processes become invisible to the customer
- Draw lines of internal action, where employees who donβt come in contact with the customer step in to support the service.
- Draw cross-functional relationships and dependencies that cross-cut steps in the map.
- Consider highlighting pain points for both the customer and the organization, what already works well, waiting points, repeats, change requirements, where new services are required, and what is specific to a region.
Tips to perfect this play
Master and adapt the play to fit your context and needs.
Tip: Shared understanding
Maps are for creating a shared understanding across disciplines β between you, your team, and your stakeholders. Invite everyone relevant.
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