{"id":799,"date":"2024-01-19T01:45:27","date_gmt":"2024-01-19T01:45:27","guid":{"rendered":"https:\/\/noelbeane.com\/staging\/5285\/?p=799"},"modified":"2025-01-12T05:15:30","modified_gmt":"2025-01-12T05:15:30","slug":"case-journey-mapping","status":"publish","type":"post","link":"https:\/\/noelbeane.com\/staging\/5285\/case-journey-mapping\/","title":{"rendered":"Case – Journey Mapping"},"content":{"rendered":"
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NB Case Study Journey Map<\/div>
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Case Study: Sales Lead Journey Mapping<\/p>\n<\/div><\/div>\n\n\n\n

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\"Verisk<\/figure>\n<\/div>\n\n\n\n

Verisk Analytics<\/p>\n\n\n\n

Sr. Manager CX Strategy<\/p>\n\n\n\n

2021 – 2023<\/p>\n\n\n\n

Adaptability<\/a>, <\/span>Analytics<\/a>, <\/span>Business Strategy<\/a>, <\/span>Collaboration<\/a>, <\/span>Communication<\/a>, <\/span>Customer Service<\/a>, <\/span>CX Strategy<\/a>, <\/span>Design Thinking<\/a>, <\/span>Human-Centered Design<\/a>, <\/span>Ideation<\/a>, <\/span>Journey Mapping<\/a>, <\/span>Lean Thinking<\/a>, <\/span>Problem-Solving<\/a>, <\/span>salesforce<\/a>, <\/span>Teamwork<\/a>, <\/span>User Observations<\/a>, <\/span>User Research<\/a>, <\/span>UX Strategy<\/a>, <\/span>Visual Thinking<\/a><\/div><\/div>\n<\/div>\n\n\n\n
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Journey Mapping: Identifying Workflow Gaps and Opportunities<\/p>\n\n\n\n

Summary<\/p>\n\n\n\n

A solid journey mapping exercise brings teams together for a hands-on deep dive\u2014think real-time observations, interviews, and close collaboration. It\u2019s all about uncovering insights that drive positive outcomes.<\/p>\n\n\n\n

Opportunity<\/p>\n\n\n\n

Journey mapping is one of my go-to tools for improving customer experiences. As Senior Manager of CX Strategy, I tackled a major challenge in our sales lead process after customer feedback highlighted communication gaps. By mapping out the lead generation journey, we pinpointed areas for improvement, streamlined the process, and ultimately delivered a smoother first experience for new customers\u2014all while accelerating time to revenue.<\/p>\n\n\n\n

Challenges<\/p>\n\n\n\n

When we dug into customer feedback, the issues were clear\u2014delayed responses from support and sales, plus offline interactions slipping through the cracks. On top of that, internal teams weren\u2019t aligned, leaving the lead generation process disorganized. This is exactly why journey mapping exercises are a game-changer. They spotlight these gaps, helping us streamline communication and keep everything on track.<\/p>\n\n\n\n

Outcome<\/p>\n\n\n\n

Using journey mapping exercises, we streamlined the Sales Force workflow, brought in a new hire, and fine-tuned the overall system. By collaborating with Sales and Service teams, we uncovered inefficiencies and communication gaps through interviews, ride-alongs, and brainstorming sessions. These insights shaped a detailed journey map of the sales lead process, highlighting pain points and opportunities. The result? Clear action steps that boosted efficiency and maximized our resources.<\/p>\n\n\n\n

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Key Takeaways<\/p>\n\n\n\n

Journey Mapping is a key tool in the empathy toolkit. Its analysis helps to identify opportunities productivity, user experience, and white space strategy. Some common targets for journey mapping:<\/p>\n\n\n\n