{"id":5753,"date":"2024-09-08T16:51:54","date_gmt":"2024-09-08T16:51:54","guid":{"rendered":"https:\/\/noelbeane.com\/staging\/5285\/?p=5753"},"modified":"2025-01-11T17:43:50","modified_gmt":"2025-01-11T17:43:50","slug":"strategy-journey-mapping","status":"publish","type":"post","link":"https:\/\/noelbeane.com\/staging\/5285\/strategy-journey-mapping\/","title":{"rendered":"Strategy – Journey Mapping"},"content":{"rendered":"
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Journey Mapping<\/div><\/div>
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Strategy: Journey Mapping<\/p>\n<\/div><\/div>\n\n\n\n

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Journey Mapping<\/p>\n\n\n\n

Identify Workflow Gaps and Opportunities<\/p>\n\n\n\n

One of the key tools in the Customer Experience toolbox is journey mapping. During my tenure as Senior Manager of CX Strategy at Verisk Analytics I found its application an effective weapon in the search for gaps and opportunities in workflows and efficiencies.<\/p>\n\n\n\n

A well executed journey mapping exercise is a true deep dive that involves multiple teams, in-person observations, interviews and close collaboration. In short it is not a single person observing click events or other user behavior actions.<\/p>\n\n\n\n

How does it work?<\/p>\n\n\n\n

Step 1: Initial Analysis<\/strong><\/p>\n\n\n\n

Customer feedback and observed behavior anomalies can help guide or illustrate potential opportunities for improvement. This initial analysis should be used to report to stake holders and gain buy in from decision makers and senior leadership which is required before any resources or effort is committed to the exploration.<\/p>\n\n\n\n

Step 2: Collaboration<\/strong><\/p>\n\n\n\n