Before you undertake journey mapping, you need to know where you’re coming from, what you hope to achieve and how the whole thing fits with your company’s goals.
Knowledgeable facilitators produce the best product. When Walker starts a journey mapping project with a company, we first perform foundational research. We examine your:
Previous CX work
Key leaders, including their customer strategies
Successes and struggles
Objective: what you hope to accomplish by mapping the customer journey
Part of leading the journey mapping exercise is knowing how to ask the right questions. This foundational learning allows us to do so.