What is a Customer Journey Map

In its most basic form a Customer Journey Map is a visual representation of the steps your customers goes though in your service and the emotions they feel during that journey. You might know a #CustomerJourneyMap by different names as #UserJourney, Employee Journey, Patient Journey or even a #ServiceBlueprint but whatever name you use the fundamental concept is always the same. In this video I explain what a Customer Journey Map is and how it's structured. We also talk about the 4 information layers that you'll find in most maps. The Customer Experience layer, the frontstage, the backstage and the layer with supporting systems and processes. We also dive into the world of theatre as that's a great metaphor to show what Customer Journey Maps are and how they work. By the end of the video you should have a better understanding what a Customer Journey Map and be able to explain it to people around you as well! Also want create better Customer Journey Maps in less time? Check out this free masterclass: https://go.servicedesignshow.com/d0iyw ---- [ 🤘 Follow The Show ] ---- Instagram ➜ https://go.servicedesignshow.com/inst... Spotify ➜ https://go.servicedesignshow.com/spotify iTunes ➜ https://go.servicedesignshow.com/itunes Facebook ➜ https://go.servicedesignshow.com/face... ---- [ 🤨 About ] ---- Hello rockstar, good to see that you've made it all the way down here! We're here to help you build organisations that put people at the heart ❤️ of their business. If that's what you're interested in we'd love to have you in our community. Click the link below and 🔔 SUBSCRIBE to the channel so you'll never miss another video. https://go.servicedesignshow.com/subs... ---- [ 🚀 How To Explain Service Design ] ------------------- Want to get better at explaining what service design is and the value it brings?! Check out our free 5-day email course down below. https://go.servicedesignshow.com/free...