The Importance of Journey Mapping

Journey mapping is a crucial tool for understanding customer experiences and improving them. Joiner De Cantoneer, an expert in journey mapping, discusses the seven steps of highly effective journey mapping. The process begins with framing the journey mapping effort, creating a sense of urgency, and preparing and planning. The fourth step is to map the journey itself, followed by validating and socializing the map. The next steps involve demonstrating short-term wins and consolidating improvements. It is essential to have a clear purpose, select the right journey to map, and assign metrics and responsibility for action. For those experienced in journey mapping, the focus should be on driving action from the mapping efforts and creating a consolidated roadmap for managing multiple journeys.