HOW THE SMITHSONIAN BUILT THEIR JOURNEY MAP, WITH SAMIR BITAR – “we talked about exactly how Samir worked to build the first journey map for the Smithsonian which has established the blueprint for countless innovations in the visitor experience, as well as many basic experiences that needed to be consistent from one part of the museum to the other. Finally Samir walked us through a groundbreaking trip planning tool which Conde Nast called a game changer, which is the Smithsonian’s “Trip Planner.”’
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katie
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katie
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katie
[Adaptive Path’s] Guide to Experience Mapping: “We’ve been doing experience mapping in our practice for several years now. Why? Customers are increasingly choosing products and services based on the quality of the experiences they have with them. These experiences often break down when they span multiple channels. As a result, organizations need a holistic, human-centered view of the experiences they create. In short, they need a map.” -
katie
A Playbook for Improving Customer Journeys from Adaptive Path – this is a nice overview of what the impact of a journey map can have – looking for “troughs” (negative experiences) for example
“You can’t just stop after creating an experience map. That’s because a good current-state experience map is simply oozing with potential: the potential to create an even better experience. But how do you move forward? How do you see the opportunities? Well, it’s a little easier when you know what to look for, what the patterns of success are.”
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katie
THE CUSTOMER EXPERIENCE JOURNEY MAPPING TOOLKIT – “On this page, you’ll find all of the CX Journey Mapping tools, materials, and guides that we’re developing — everything you need to introduce your teams to this powerful approach for customer-centered action and CX innovation.”
Powerpoints, PDFs, posters, etc.
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katie
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katie
How to run a customer journey mapping workshop – “To map the customer journey it is necessary to speak to a lot of people. Often the easiest approach is to run a workshop. But how exactly would that work?”
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katie
Customer Journey Map “Stencils” – nice looking stuff
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katie
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katie
Kerry Bodine’s “The Four Types of Customer Journey Maps”
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