The international consulting company Nielsen Norman Group recommends conducting this work in a workshop format . The team should study the materials receiv at the previous stages in advance. Then they should get together, analyze and summarize the information, and present it in the format of a customer journey map. Discuss together which stages of the customer journey should be highlight. Then, for each stage, fill in the relevant sections: customer actions, expectations, questions, emotions, and barriers.
This work is conveniently carri
They can be past and remov directly during the discussion. At the end, formulate recommendations: what the company should do to improve the customer experience at each stage. Organize a large workshop to map the customer journey 4. Visualize the map norway phone number library The easiest way to create a Customer Journey Map is in Excel or Google Sheets. But you can also use specializ services, for example: Miro is an interactive online whiteboard for collaboration, there are ready-made CJM templates.
In the free version
You can create three customer journey maps. Uxpressia.com is a service for designing CJM. The free version only has one map, and there are also ready-made templates. Smaply is a dicat customer journey visualization tool. Prices start from €25. Cxomni is a comprehensive customer experience management solution that includes tools not only for CJM visualization, but also for collecting feback, monitoring performance indicators, and much more.
Price: from $29 per user per month
If you want to visualize the customer journey in a very colorful that’s why we’ve put together some trends. check them out way, you can use one of the graphic design applications: Adobe Illustrator, Canva, Figma or Sketch. of them have ready-made CJM templates. 5. Collect feback Once you have creat the map, you ne to show it to a wider range of stakeholders: present the results of the work and get feback.
This way, you will convey the key ideas
CJM to all team members and supplement the map if any important cg leads points were miss. What’s next? The complet customer journey map should be post in a publicly accessible place, for example, on the organization’s internal website. All should be present in the form of separate work schules with specific deadlines and responsible people.