Comments on: Digital customer journey example – journey mapping

By: Yuri Vedenin

Yuri Vedenin — Sun, 14 Jun 2015 17:58:22 +0000

Hello, Jim!
Thank your for your article. You’ve described the concept really well in a very simple manner.

Previously we also were creating journey maps in excel or on paper. Both ways have their own advantages and disadvantages. We decided to create a tool that eliminates most of the disadvantages. And we created it.
The tool is called UXPressia and it can be found here – http://uxpressia.com.
It is a web application that allows to create appealing and easy to support Customer Journey Maps (Experience Maps). Unlike some alternatives (sticky notes, Excel, Photoshop), our product is friendly to users who is novice in service design field by providing meaningful defaults, real map examples, tips on discovering problems and improving services and help. Besides it gives more beautiful output to present clients and team without making user invest their time in graphic design.

Please feel free to try it out. And I would really appreciate your comments and feedback.

By: Ava Armstrong

Ava Armstrong — Wed, 04 Jun 2014 12:37:00 +0000

However, much more is needed than just a shift in mindset and processes.
This advanced technology provides the capability to identify and
recognize your customers, collect and distribute customer information
for operational decisions, and provide a holistic view of your customers
to aid your airline in fulfilling its customer promises. Fantastic
article! Thank You.

Ian Johnson Infinite Group

By: lammyng

lammyng — Sat, 17 May 2014 16:36:00 +0000

I’m working on a research that involves customer journey mapping, this article is one of the best I came across. Thanks

By: NipawanCh

NipawanCh — Fri, 25 Oct 2013 13:47:00 +0000

I truly believe that taking into account of this customer journey with the omnichannel including both digital and conventional platforms could provide an overview touchpoints to engage with customers as well as reveal the customer shopping pattern. This could potentially allow company to create a strong strategy to attract, maintain, and retain customers with the pleasing, seamless, and holistic customer experience.

By: danmac30

danmac30 — Fri, 25 Oct 2013 08:53:00 +0000

Hi Jim

Really like your use of customer journey mapping. Great tool

By: Dave Chaffey

Dave Chaffey — Fri, 25 Oct 2013 08:35:00 +0000

In reply to SteveW.

Cheers Steve, good point! We’d be interested in a post outlining your omninchannel approach, showing how it translates to design.

Please get in touch via LI or the Contact if you’re up to that.

By: SteveW

SteveW — Wed, 23 Oct 2013 10:03:00 +0000

The key section here for me is Using the Customer Journey. There is a need to make the service experience seamless across the channels so that it is truly omni-channel and not merely multi-channel. At Qmatic, we use the Customer Flow methodology to deliver this seamless experience. Great approach though….

By: Dave Chaffey

Dave Chaffey — Tue, 22 Oct 2013 15:15:00 +0000

In reply to Matthew Lawson.

Hi Matthew – thanks for the comment and advice to make it “Actions-oriented” to help it work across teams – good to have the endorsement of the technique from a UX/CX/CRO specialist – if that’s accurate. Tks for LI connection btw.

By: Matthew Lawson

Matthew Lawson — Tue, 22 Oct 2013 12:59:00 +0000

I am a strong believer of customer journey mapping as it allows businesses to focus on something specific rather than scatter gun everything. The thing I would stress is making your “Actions” are very relevant to your industry and is understandable to everyone in your business. This will make it accessible to more and will promote collaboration and debate around the map outside the CX team who made / defined it.

By: Simon

Simon — Tue, 22 Oct 2013 10:26:00 +0000

A great tool to understand your customer better – will be using this approach going forward..