Customer Journey Mapping - AC4D Design Library - Austin Center ...

More documents

Recommendations

Info

How to Create a Customer Journey Map1. Plot the y-axis facets.Select the aspects of the experience that have emerged, through research, asbeing “central” or “pivotal.” These typically include things like:• People Involved• Processes Used• Technology Used• Major Decisions Encountered• Primary Emotions Evoked• Handoffs Between Individuals• Policies Constraining Activities• Organizational Constaints16
How to Create a Customer Journey Map2. Plot the x-axis facets.Select the phases of the experience that have emerged. Consider how anexperience starts, evolves, and ends. Pay attention to the sequence of events, andconsider what happens extremely early or late in the process.17
Page 1 and 2: Customer Journey MappingJon KolkoPr
Page 3 and 4: Customer Journey MapA synthesis too
Page 5 and 6: Customer Journey MapA synthesis too
Page 8 and 9: Customer Journey Maps: An Emphasis
Page 18 and 19: How to Create a Customer Journey Ma
Page 20 and 21: How to Create a Customer Journey Ma
Page 22: Jon KolkoDirector, Austin Center fo

Customer Journey Mapping - AC4D Design Library - Austin Center ...

Create successful ePaper yourself

Delete template?

Save as template?