The CX Cast 381: Journey Mapping Masterclass 3: Validate The Journey
Nov 19, 2024
Joana de Quintanilha, Forrester’s journey mapping expert, shares her extensive knowledge on validating customer journey maps. She emphasizes the importance of direct customer engagement and a mix of quantitative and qualitative methods to gain insights. The discussion illuminates how adapting journey maps to evolving customer interactions is crucial. Joana also highlights the role of software in optimizing customer experiences and the growing accessibility of various journey mapping tools that cater to different organizational needs.
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Validating Journey Maps
- Validate your journey map with customer interviews and data analysis.
- Use methods like diary studies or competitor evaluations for future state journeys.
Iterative Validation
- Focus validation efforts on prioritized pain points identified in the workshop.
- Validate both the problem and potential solutions iteratively.
Socializing Journey Maps
- Socialize journey maps with stakeholders to gain buy-in and gather new insights.
- Use various methods, from printouts in common areas to regular readouts and workshops.