We held an offsite today. As our team expands, it’s important to connect and learn from each other, and this was one of those rare opportunities.
Engagement Lead Kathleen Hoski led us in an exercise to review our past journey maps, discussing and aligning on best practices. As she led the discussion, something interesting happened.
Even though we were in a room with sixteen people whose job it is to create customer journey maps, we had slightly different ideas as to the exact role of the customer journey maps:
This led then to another question. Most companies have templates for their journey maps – even peers we admire – whereas we create each of ours from scratch. Should we continue this, or start using templates?
The conversation was fascinating, and I really enjoyed hearing the discussion, while deliberately avoiding sharing my thoughts. The team is a mix of people who have been here for 3-4 years and newer members, and I wanted to let them explore the topic.
We didn’t come to an agreement and are still exploring the topic. But while I didn’t share my opinions at the offsite, I do, of course, have an opinion, which I’ll share here.
A customer journey map is a representation of your customer’s voice, which means it has to come from strong qualitative voice of the customer (sometimes paired with quantitative). Everyone on our team agrees with this definition, as far as it goes.
My opinion is that a journey map is designed to be used by a change maker to drive customer-focused action. This has multiple implications:
This is just my perspective, and I’m comfortable our team will push back on some of my interpretations. I’m interested in your thoughts – do you agree? Where do you make the tradeoffs between graphics and text, full or targeted content? Please share your thoughts in the comments!
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