Journey Mapping

Challenge

When reviewing a holistic customer approach, understanding the customer journey can be complicated. When the approval process involves marketing, product owners, portfolio managers, IT, and compliance, it can be difficult to consistently communicate the full process quickly.

Solution

The digtial solution allows for the information to be stored and modified in a central location. Different customer journeys can be stored alongside admin journeys and all assigned to the same project. As discussions shift to specifics and responsibility, the solution supports drilling down to manage specifics about each step.

Results

The solution creates a unified understanding of what is expected and lets the team understand everything that goes into supporting a great customer experience — even as the customer passes from one group to another.