JOURNEY MAPPING WORKSHOPS
The experience your customers have every time they interact with you should align around them, not your technology or legacy processes. Journey mapping is a human centered design approach that helps identify the points of friction your customers encounter and redesign experiences based on how they think and feel about their journey. It allows team members to put themselves in the customer's shoes and empathize with them.
We collaborate with you to conduct journey mapping workshops.
As a result you:
KNOW YOUR CUSTOMER'S FRICTION POINTS
Every touchpoint of your customer's journey matters. By taking an outside in walk in your customer's shoes, you gain real 'aha' moments so you can prioritize the change. No more wondering, guessing, assuming.
GAIN AGREEMENT ON WHAT NEEDS TO CHANGE
Because journey mapping is a cross functional, collaborative process, you can get agreement on how to prioritize changes. The awareness of these "moments that matter" elevates us to change.
CREATE RELIABLE OUTSTANDING EXPERIENCES (FOR CUSTOMERS AND EMPLOYEES)
Journey mapping educates and inspires employees to a new way of thinking and gives them tools to equip them in their day-to-day roles - it's not an event, it's a way of working.
"Mark has a phenomenal capacity to assist organizations with the arduous process of culture change. While consulting and working alongside our management team, Mark helped us identify key areas for improvement and also to enact actionable plans resulting in short term gains, yet having a long term focus."
Jay LaPointe Director, North American OEM Sales, Lenovo