![]() You could also use a series of pictures or whatever method fits your data. Your map may include branches to show alternative paths in the customer journey. Usually we display the steps sequentially in a timeline. The goal is to get you to consider the nuances of the experience that you may normally overlook. Make sure to include even small steps that may seem trivial. Step 1: Choose a process or journey that you want to map. Tool: Customer Journey Map Participants: Solo or groups of two to six people Time: 1-4 hours Supplies: Whiteboard or Post-its Instructions ![]() (Or, during field research, you can also try asking your end user to map out his or her own journey.) We use maps to synthesize what we learn from interviews and observations. ![]() In something as simple as repainting a bedroom, there are probably a dozen steps (each one of which is a chance to innovate): from getting the customer to realize that it’s time to repaint, to helping them choose the color, to shortening the preparation and cleanup time, to keeping track of which colors are on which walls for future reference when it comes time for touch-up.Ī journey map helps you think systematically through the steps your customers-internal or external-have when they interact with your product or service. But you’ll find many more opportunities for innovation if you think about the arc of the customer experience. You could focus narrowly on the characteristics of the product itself, on making the paint less drippy or making it cover a surface in a single coat. Say, for example, you make interior house paint. The more broadly you define the customer experience, the more opportunities you can identify for improvement through design. One way to develop more empathy with-and gain new insights about-your customers is to look beyond the narrow definition of your offering and consider the customer’s total experience. Creativity Challenge #8: Empathize with customers, employees, and other end users.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |