![]() ![]() This allows them to stand apart from the detail and focus on the process itself. The Facilitator does not need to be an expert in the business, rather, best practice is for the Facilitator to not be a subject matter expert in the customer journey being mapped. It also has the benefit of ensuring that the presence of senior managers doesn’t stifle discussion and debate in the workshop External or Internal Facilitator?Įvery good workshop will have a single person responsible for the process of running the workshop: the Facilitator. This often excludes managers and senior managers as they can be disconnected from day to day operations. Seniority of AttendeesĪttendees for the workshop should be intimately involved with the actual processes in the organisation, as opposed to what might be written in corporate policies or documents. Too many and the workshop becomes unwieldy to manage, with bold personalities driving the conversation and others stepping back.ĥ-8 people is the sweet spot for most workshops. \Too few and you will not have people with the required knowledge. Number of AttendeesĪs with any workshop there is a sweet spot for attendee numbers. If you miss a representative for an area or areas you run the risk of creating an inaccurate map. In practice, this normally means including people from both different locations and business areas (sales, accounts, marketing). This means that you’re getting the most accurate information and buy-in from different groups. There are no hard and fast rules for selecting the invitees for the workshop but here a few guidelines: Include Cross Functional RepresentativesĮnsure the workshop attendees are from across the business so you include as many different perspectives in the customer journey as possible. Select the Journey Mapping Workshop Attendees So, if this is your first map you should be considering the As-Is journey. Normally you need to map the As-Is journey before looking to determine how to improve it with a Should-Be journey. Lastly, you need to be clear if you’re seeking to map the customer journey as it currently is (As-Is map) or as you would like it to be (Should-Be map). “when the customer sends us the order” As-Is Vs Should-Be Maps For instance a Buyer Journey amp will stop at the sale and you should provide a very clear stopping point as related to your business processes, e.g. ![]() You should also be clear on the end-points of the map. In planning the workshop you need to decide, and be very clear, as to what type of map the participants will be building. In planning for the workshop you need to clearly identify the customer persona or personas that will be the subject of the mapping process. Decide Which Persona(s) To MapĬustomer journey maps are tied to customer personas. Here are the elements to need to confirm before the workshop. If you are muddy in the goal of the workshop you are likely to get a muddy result. One secret of a successful workshop is to be crystal clear on what the workshop is setting out to achieve.
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