Improve Customer Experience With Journey Map

Mapping out all the steps a customer takes while interacting with my organization is a powerful way to improve the customer experience. Customer journey maps clarify what customers are trying to do, what barriers they face, and how they feel during each interaction with our program and service. 

Understanding customer personas,  such as how people join our learning program, complete online registration, or file a complaint, is what journey maps are known for. Many companies don’t realize that these maps can also help them identify broader business opportunities or challenges that customers face. For example, new learners do not know how to register for the education program. 

 
 

Outline/Structure of the Talk

Explain the following process for customer journey map research:

  1. Design a Customer Journey map to understand the customer process from the Customers’’ perspective
  2. Create and review all interview questions to conduct customer interviews
  3. Identify all possible interviewees 
  4. Construct customer personas -pains, gains, needs, goals, and recommendations
  5. Draft recommendations in different areas such as marketing and admin
  6. Use the Kanban board to create a recommended backlog 
  7. Prioritize the top 5 for Increment Backlog
  8. Analyze the Increment Backlog items 
  9. Propose an implementation plan to sustain the customer value

Learning Outcome

Learn how to use a customer journey map to engage your customers,  reduce waste,  and improve the customer experience.

Target Audience

Product Owners, Scrum Masters, Managers, Leaders

Prerequisites for Attendees

None

schedule Submitted 9 months ago

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