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Three Tips for Employee Journey Mapping

Journey mapping is powerful. A clear visualization of your customer’s journey helps rally the company to support a new vision of your customers’ challenges, and how you can make it easier to be your customer.

But why should customers get all the love? If it’s such a powerful tool, shouldn’t we find other uses for it?

Employee journey mapping is often neglected. Or, worse, it’s done in a haphazard way, foregoing the discipline we use for our customers. But there’s no shortage of research on the linkage between the customer and employee experiences. Consider using your journey mapping process for customers.

Three Tips for Applying Journey Mapping to your Employees Read more

Journey Mapping Best Practices

The Twin Cities Research Group (TCRG) asked Jean Fasching and I to present on Journey Mapping Best Practices. Jean is a HoC engagement lead with a strong research background, perfect for this audience.

The agenda:

  • Who we are
  • Why journey mapping?
  • What makes journey mapping successful?
  • Case study: Meridian Health

The presentation was given in-person, but the audio and slides were captured below (warning: the sound quality isn’t ideal):

You can also download the PDF of the slides here.

Enjoy!

Kris LaFavor Journey Map Designer

Designing Customer Journey Maps: An Interview with Kris LaFavor

We sat down recently to chat with Kris LaFavor, Heart of the Customer’s Data Visualization Designer, about her work designing journey maps.

What do you do when you start the process of designing a customer experience journey map?

It’s important for me to have context before I start. I make sure I understand the background material and information in regards to what the client wants to map and what they’re trying to achieve with the map. This understanding ensures that I’m not mapping extraneous information. The high-level information is plotted out first and hierarchy flows from there. Read more