Koos is pleased to offer a special section of easy to use DIY service design tools. To get an idea of what tools we offer at the moment, check out our blog ‘tools overview‘. In today’s blog: Customer journey mapping, a half a day workshop to assess and improve the offering of your organisation through the eyes of your customer.
The creation of value adding eco systems is becoming more important than ever. Start building yours!
Providing a good service is as important as selling the right product. Many successful companies are in fact selling product-service combinations that together offer a great brand experience (e.g. Apple iPhone, not just a phone, but apps, the app store, iCloud, iTunes, accessories, etc. altogether create the total experience)
The internet is providing us with great opportunities to build and strengthen our total product/service experience.
You can use the Customer Journey Mapping tool to quickly identify weak spots and opportunities in your total service system.
1. Workshop preparation (25 min)
Print Customer Journey Mapping sheet (2x) – click to download
Post-its & pencils
Define your target customer (Client Value Scan™)
Define your brand vision (Brand Value Scan™)
2. Define Customer phases – team (30 min)
Look through the eyes of your target customer and identify every touchpoint he has with your brand, products, service, etcetera… Cluster these contact moments into phases (e.g. orientation, product trial, product usage, …) and paste them onto the Customer Journey Map. Extend the map to the right if you run out of phases.
3. Walk through the Customer Journey Map per phase in the following Steps (20 min per phase)
A. Define Customer needs – team (5 min)
Define the specific needs of your customer in this respective phase.
B. Evaluate your current brand delivery – team (5 min)
Do our products and services meet the needs of our customers?
C. Develop new touchpoint ideas – team (5 min)
Come up with new products and services that will add value to your customer and strengthen your brand.
D. Go to the next Phase
4. Select your favorite ideas (30 min)
Discuss and select your favorite ideas and create a development plan for the coming months.
