What is a Customer Journey Map
Channel: Service Design Show
Date: 18/01/2019

In its most basic form a Customer Journey Map is a visual representation of the steps your customers goes though in your service and the emotions they feel during that journey.

You might know a #CustomerJourneyMap by different names as #UserJourney, Employee Journey, Patient Journey or even a #ServiceBlueprint but whatever name you use the fundamental concept is always the same.

In this video I explain what a Customer Journey Map is and how it's structured. We also talk about the 4 information layers that you'll find in most maps. The Customer Experience layer, the frontstage, the backstage and the layer with supporting systems and processes.

We also dive into the world of theatre as that's a great metaphor to show what Customer Journey Maps are and how they work.

By the end of the video you should have a better understanding what a Customer Journey Map and be able to explain it to people around you as well!

Also want create better Customer Journey Maps in less time? 

Check out this free masterclass:
https://go.servicedesignshow.com/d0iyw

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