Description
Describe the company or industry that needs innovation and why you think so.
Describe the ideal or average customer.
Describe what they value with regard to the product or service offered by the organization.
What primary needs are addressed by the product or service?
Create two Customer Journey Maps. You can use any software to create your journey maps, or if you want to sketch out your idea, take a picture of it and submit it with the rest of your assignment.
What did you learn from the Customer Journey Maps?
Use these two frameworks to help you think through the journey maps. Remember, the focus is on the customer experience. Here’s an example of a completed map.Note how it has been customized.
Journey Map Templates (as seen below)
Before using product or serviceDuring using product or serviceAfter using product or serviceOther notesKey Moments that matter (what specific points in the process are critical to success and customer satisfaction)Customer emotions (what emotions may they have or feel at each stage?)
Here’s another example of a Journey Map framework from Board of Innovation, .and a videothat may also prove helpful.
Before using product or serviceDuring using product or serviceAfter using product or serviceOther notesPhases: What phases are a part of the customer’s journeyActions: What actions do your customer’s take during each phase?Feelings: What emotions do customers have at each stage?Channels: What channels do customers use (eg. web, social media, mobile, in-person, etc.)