BOX
Strategy Toolbox
Temps suggéré
45 minutes
Niveau de Difficulté
Expert
Matériels Nécessaires
Participants
The Customer Journey is a tool to help you get insight into, track, and discuss how a customer experiences a problem you are trying to solve. How does this problem or opportunity show up in their lives? How do they experience it? How do they interact with you?
Mapping this journey will provide you with insights into how customers experience a product or service, as well as how they might be better served or even delighted. This is especially true when co-creating the journey together with your customers or when validating your assumptions with them. What are the circumstances? How do customers feel throughout? What are the moments when the experience can best be improved?
Customer journeys are not linear. A customer can jump from one phase to another depending on many factors. They interact with some touchpoints and miss out others. It is your job, as a designer, to understand the moments when customers engage so that you can design better experiences for them in the future. This tool helps in looking at your products and services through the lens of the customers.
Of course, no customer journey is totally complete or made without assumptions. Mapping the customer journey is based on the knowledge and insights of your team. This tool simply helps you understand and explore from the customer’s point of view.
The customer journey canvas helps make things real. Through the mapping exercise you can identify where customers get stuck, where they have great experiences, and why. One outcome of using this tool with your team will be the so-called low hanging fruit that you can deliver on immediately. Once you have co-created and assembled the customer journey maps, you can add real customer data gathered through customer safaris, interviews, and feedback. This will enable you to make informed decisions based on reality.
The customer journey is relevant for everyone. Everyone on the team, and in your company, must understand what your customers experience, how they feel, what they struggle with, and how you can improve the experience. The underlying goal: to solve our customers’ problems and make them happy.
Source : Design a Better Business
Voici un exemple de workshop à personnaliser, pour générer des idées de marketing expérientiel.
Invented in Japan by Yasuo Matsumura, the Lotus Blossom technique adds focus and power to classic brainstorming. Once mastered, the technique helps you create more and higher quality ideas for products and services, find innovative ways of improving your business, and helps you solve a variety of problems you frequently encounter.
The Context Canvas® is the framework we use to help you understand the context. Use this template to map out the trends with your team, and share different perspectives. It will help you to look for drivers outside your own company and have a conversation about the forces that (could) shape your business now and in the future. The Context Canvas® was created by David Sibbet, of the Grove International.
Business Model Innovation & Proposition de Valeur Centrée Client
