Why are customer journey mapping and process design so important to the customer experience and how do they differ. Harvard business school professor stefan thomke describes how his executive education students use lego blocks to design customer.
There are 3 fundamental differences between cjm and process.
Customer experience design process. The first step in setting up any customer experience transformation is establishing the right overall architecture. Current state journey maps describe the customer journey as it is in the present moment. Customer journey mapping cjm is a people centric tool for designing optimal customer experiences.
The key area where a touchpoint. However they lack an approach to understand their customers emotional engagement. Ive written before on the subject of touchpoint terrain maps here.
Want to consider some new approaches to your customer experience design process. Senior executives will want to set a clear inspiring vision for the ideal customer experience including a change story to underline the importance of delivering on goals. Customer experience friendly process design job in acting on their understanding their customers rational expectations to optimise the rational engagement.
Hence the emotional engagement is necessarily neglected. A typical program involves five elements. It would also be rare to find a healthy.
In this post well explain the process for designing a customer experience cx strategy that will help your teams step into your customers shoes and take an outside in customer centric approach to customer experience management cem or cxm. Creating a current state journey map provides a thorough understanding of your current customer experiencea critical first step before deciding on the best ways to make improvements. With the help of lego bricks stefan thomke helps business executives discover how design principles can serve as building blocks to create a great customer experience.
The current state customer journey mapping process 1. Or fresh thinking around stale design perspectives. But those that want to transform the overall customer experience need to simultaneously create a detailed road map for each journey one that describes the process from start to finish takes into.
Here are the six that we think merit the most consideration. Customer experience design is centered on building and improving products that meet customers expectations and are easy and intuitive for them to solve their problems. Customer experience design is the process of designing products or services with the customer or user experience at the forefront of decision making.
How to design a customer experience strategy.