Identify in the customer journey map that can be eliminated

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Reference no: EM133061906

Learning Activity

Persona à Empathy Map à Customer Journey Map team workshop

Map out a persona that represents you client's ideal target market, while ensuring that you capture all the required elements. Use the empathy map to extend the persona and them explore their journey using the journey mapping technique for an existing experience with your client.

How do you think the persona feels about using the clients service or products?

Are there opportunities for improvement?

Are there points of friction that you can identify in the customer journey map that can be eliminated?

Now map out the same Customer Journey replacing the existing process with and improved process that eliminates points of friction in the customer experience.

Reference no: EM133061906

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