8 Tips to Help Design Your Customer Journey Map

8 Tips to Help Design Your Customer Journey Map

Organizations must move from value-in-exchange to value-in-use and develop ecosystems where customers can co-create value with them. This requires a holistic view of the ecosystem that can be obtained with Customer Journey Mapping. Customer journey mapping identifies opportunities for improvement and innovation by assessing, visualizing, and mastering customer experiences. It also helps view a product or service system from the customer’s perspective, allowing for before and after purchase value provision. Customer journey mapping includes identifying every touchpoint, customer needs, brand values, emotions, and opportunities for innovation. Summing up, it is always related to the customer’s experience, and it is up to you to map that experience in a framework that allows you to get a grip on many different aspects of customer experience design.

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More Innovation Resources:

Customer Needs Research Methods

Customer Needs Research Methods

Observational research is not the best approach to capture customer needs. Needs should be defined based on desired outcomes, not solutions.

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Customer archetype segmentation

Customer archetype segmentation

Traditional customer segmentation is outdated and ineffective. A behavioral-driven approach with archetypes is necessary to capture key learnings and create more accurate segments.

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Breaking barriers: improving a hierarchical management structure

Fierce hierarchical management styles can hinder innovation because no individual has all the knowledge and skills needed. Creating a no-door policy, using anonymous idea generation platforms, identifying decision-makers per project, and developing trust and transparency are ways to improve company culture and encourage innovation.

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