Customer Journey Mapping
Creating a blueprint of what the customer thinks and feels when an experience is created within your company.
Customer Journey Mapping in six simple steps with or without the help of accompanying software Milkymap and Contextmapp in which all data concerning customer contacts are recorded. At a moment when the customer has contact with your company, you can read what he felt and / or what he encountered.
By processing these ‘touch points’ in a schematic way, you can flawlessly see where bottlenecks and excellence are in terms of customer experience. At what times can this be better? Where is it going? Which departments succeed, and which fail? Which episodes are ‘branded’, and which are not.
Employee Journey Mapping
Employee Engagement = Customer Success.
This is a no-brainer. Statistics show that engaged employees are 87% less likely to leave their company compared to employees with a low level of engagement.
Treat employees as you treat customers. With Milkymap we can not only create a Customer Journey Map, but also an Employee Journey Map. This reflects all emotions and thoughts of employees in the same way as that of a customer. Not only does this increase the involvement of employees, but it also improves communication between the HR department and the rest of the company.
It makes clear how the experience of employees is or should be. Committed and satisfied employees work more productively. They want to work for the company and put their best foot forward each day. You know where the chances are to create a ‘great place to work’.
Service Prototyping (& user testing)
To really find out what moments of your service have potential to make a difference for your organization and customers, you must prototype and test.
In service design projects, we find that teams are great at gathering insights, creating journey maps and picking moments that matter. But there’s a struggle when it comes to setting the next step from ideation to implementation, building and testing out these moments.
Together we will pick one moment to prototype. Typically, we choose one that is new, contains big doubts or represents substantial risk. There are many ways to prototype a service. It can be as simple as storyboards and sketches or more elaborated like a pop-up shop or a mock-up physical space. A prototype is anything that can give people a sense and feeling of the service you’re delivering without building the real thing.
As with any prototype, you’re trying to spend a little to come up with an ideal solution. Together we will cover the service design tools and mindsets and help you bring more meaningful and differentiated experiences to your organization and your customers.
"Through customer experience design, we are now convinced that we're going to do things right. The results of working with conexperience are very concrete and colleagues are motivated to start with improving the customer experience."
Erik van Lunteren – Spotta