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7/26/2019 Crash Course CX Journey Mapping 20120731
http://slidepdf.com/reader/full/crash-course-cx-journey-mapping-20120731 1/13
Oracle . CX Design Bootcamp. http://bit.ly/cxdesign
Crash Course in CX Journey Mapp
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Oracle . CX Design Bootcamp. http://bit.ly/cxdesign
What is a Customer Journey Map?
cus!tom!er jou
!visually illustrates
processes, needs,
throughout their inte
relationship with an
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When Can Journey Mapping Be Used?
• Understanding & diagnosing experi
• Designing experiences (redesign existing, c
• Implementing (as blue prints)
•
Communicating (align, train, orient)
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How To Map a Customer’s Journey
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How To Map a Customer’s Journey
1. Select a specific
customer to map
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How To Map a Customer’s Journey
2. Map a c
step-by-ste
1. Select a specific
customer to map
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How To Map a Customer’s Journey
2. Map a c
step-by-ste
1. Select a specific
customer to map
3. Map tou
systems “o“back stage
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Oracle . CX Design Bootcamp. http://bit.ly/cxdesign
How To Map a Customer’s Journey
2. Map a c
step-by-ste
1. Select a specific
customer to map
3. Map tou
systems “o“back stage
4. Add cus
attitudes a
7/26/2019 Crash Course CX Journey Mapping 20120731
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Oracle . CX Design Bootcamp. http://bit.ly/cxdesign
How To Map a Customer’s Journey
2. Map a c
step-by-ste
1. Select a specific
customer to map
3. Map tou
systems “o“back stage
4. Add cus
attitudes a
5. Identify problems &
opportunities and prioritize
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Oracle . CX Design Bootcamp. http://bit.ly/cxdesign
How To Map a Customer’s Journey
2. Map a c
step-by-ste
1. Select a specific
customer to map
3. Map tou
systems “o“back stage
4. Add cus
attitudes a
5. Identify problems &
opportunities and prioritize
7/26/2019 Crash Course CX Journey Mapping 20120731
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Oracle . CX Design Bootcamp. http://bit.ly/cxdesign
CX Journey Mapping Tips
Identify a specific custo
prospects, frustrated customers, extrem
Work from point A to Bmap upstream and down
Keep it collaborative use post-it notes, life-size artifacts
Focus on moments thastart lo-res, use appropriate detail
Start with assumptionsthen validate and gather more data
Getting started!
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Key Take Away Points
• Map to understand & diagnose experience is
•
Use maps to reframe and reimagine experien
• Redesign experiences to influence attitudes
• Leverage mapping to connect, collaborate, &
CX Journey Mapping
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