How to Build Actionable Customer Journey Maps with Debbie Levitt

Building a customer journey map is one thing. Building an actionable customer journey map that truly serves your customers is a whole other one. In this video, Debbie Levitt of Delta CX shares her insights on common pitfalls to avoid when creating CJMs and provide valuable tips on how to make them more actionable and useful. Debbie also shares examples of customer journey maps gone wrong and explain why they didn't work. You'll learn about the best research methods to inform your CJM and discover another way to map customer journeys that are even more powerful. Don't miss out on this opportunity to improve your customer experience and make better decisions and products.

#cjm #journeymap #customerjourney #actionable

00:00 — About UXPressia
01:00 — Introduction
02:07 — Skills you need to build an actionable customer journey map
06:09 — Why create a customer journey map
08:18 — Customer journey map criteria
11:56 — What to include in a CJM (and how much?)
13:08 — Example 1: What's good or bad in this CJM?
19:47 — Example 2: A TSA journey
24:22 — Example 3: Anna's journey
30:04 — Example 4: Paula's journey
34:18 — Example 5: Online shopping CJM
38:35 — Do your research
39:32 — Replace guesses with knowledge
41:06 — Task analysis and optimized task flow
45:37 — Task dimensions
48:28 — Expanded service blueprint
51:27 — Customer Disaster Journey Map
55:59 — Q&A: Mapping a journey for a product that doesn't exist yet
59:35 — Q&A: Using multiple journey maps
01:01:35 — Q&A: Questions to ask in qualitative interviews to create better journey maps and hit pain points
01:03:38 — Q&A: Shouldn't we include emotions in journey maps?
01:05:58 — Q&A: Is the collaboration template for research planning done before conducting the actually research, during, or after?
01:07:57 — Q&A: Should we always make journey maps based on research and avoid assumption-based maps?
01:10:20 — Q&A: How does the research quadrant capture assumptions?
01:12:40 — Q&A: How do we know when the complexity is becoming too much and not useful?
01:15:17 — Q&A: When would you not use customer journey mapping?

Debbie Levitt —   / debbielevitt  
📚 Customers Know You Suck — a book by Debbie Levitt https://deltacx.media/media/customers...

USEFUL LINKS
📄 11 customer journey mapping mistakes (and how to avoid them) https://uxpressia.com/blog/journey-ma...
🤓 How to make customer journey maps actionable https://uxpressia.com/blog/make-custo...
🎥 You've Mapped the Buying Journey... Now What?    • You've Mapped the Buying Journey... N...  

Customer Journey Mapping Online Tool — https://uxpressia.com/customer-journe...

Sign up for a free demo here 👉 https://uxprs.typeform.com/to/AI4CQg#...

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