When meeting with stakeholders, you’ll need to explain the value of journey mapping and what you hope to accomplish. Identify stakeholders whose knowledge will be instrumental along the way and whose help you might need once opportunities for improvement begin to surface. To combat this hesitation, you must involve stakeholders from the start. Journey mapping requires people from different specialties and departments to work together, and for that reason, it can be challenging to get commitment and buy-in from all necessary parties. How can I convince stakeholders that journey mapping is a valuable use of resources?
You will need to prioritize personas, as well as scenarios, in order to focus on the right journeys for your project.Ģ. For example, in our health-management tool example, you may want to create several different maps for a patient actor: one for registering for an account, one for receiving care, and another for reviewing followup instructions. You might want to map multiple scenarios for one persona, depending on your project goals. Journey maps are best for scenarios that describe a sequence of events. For example, for a health-management tool, you might choose to map provider or patient actions each would result in very different journeys. For this reason, you should create separate journey maps for different personas or customer segments. Actors usually align with personas, which results in mapped actions rooted in data. Journey maps should always include a point of view - an actor. Journey maps that focus on one persona in one scenario tell a clear story. In general, the more focused your customer journey map is, the better. Journey mapping, as a process, is beneficial because it creates a shared vision among team members.
There is no hard and fast rule for how many journey maps you should create. How many customer-journey maps do I need? Do I need a customer-journey map for every persona or customer segment? This article answers nine such common questions.ġ. In our workshop-style j ourney-mapping course, attendees have raised several thoughtful questions about journey mapping. Journey maps are a great tool to create organizational alignment on the holistic customer experience.
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