Designing  Services.Energizing  Change.

Customer Journey Mappingwith

FRONTDESK

FORMSand

DOCS

SALESTEAM

ADVERTISING

WEBSITE

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SOCIALMEDIA

HELPDESK

EMAIL

WEBSITE

A customer is surrounded by touchpoints

Website

FORMSand

DOCS

SALESTEAM

WEBSITECREDIT CARD

SOCIALMEDIA

HELPDESK

FRONTDESKADVERTISING

BUSINESS CARD

EMAILFRONTDESK

MOBILE

WEBSITE

These touchpoints are where interactions happenthroughout the customer’s journey

Attract Inform Buy Deliver Get support

SALESTEAMWEBSITE

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ADVERTISING

FRONTDESK

MOBILEWEBSITE

A journey which can

be mapped

SALESTEAMWEBSITE

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ADVERTISING

FRONTDESK

MOBILEWEBSITE

This is a source of inspiration to design

an improved experience

CUSTOMER JOURNEY MAPPING PROCESS

Always based on field research and talking to real customers

Participative workshop using sticky notes

Very powerful to gain insights

Make it a continuous process and not a one time exercise ?

Move beyond static output? Share and administer updates?

Many hours spent drawing – not on strategy and execution

But now what ?

How to ?

TOUCHPOINT DASHBOARDhelps to present, organize, prioritize, share,

measure and prototype the customer experience for better decision making

Identify Touchpoints, the moments of engagement with

the customer

Map the cognitive and emotional

experience and other Attributes

Touchpoints and their Attributes

Find Pain Points, Best Practices, Moments of Truth,

and indicate using Stickers from Icon library!

Reports are simple spreadsheet-style views of touchpoints and attributes

Track the implemention of actions with Report & Chart View

Import, Export, Share & Print

Kite Consultants

We provide insightWe inspireWe give guidance

www.kiteconsultants.eu

@jurgentanghe / @Idkite

Rijnkaai 98, 2000 AntwerpBelgium

jurgen.tanghe@kiteconsultants.eu