Why Make a Customer Journey Map?

Short answer: It is a holistic, end to end customer experience with context to each phase.

But wait! There’s more…
•It helps guide and prioritize decisions/actions to be taken by viewing areas of opportunity and impact
•Is defined by data / measurable metrics, to help inform impact
•Allows for benchmark studies and identification of opportunity gaps

BEFORE YOU BEGIN, ASK:

Who is the audience (defines fidelity of your JM), scope and metrics for which you will measure the tasks.

Health Insurance Customer Journey

Steps toward Journey Mapping

This is how we approach journey mapping from the start.

1. Discovery (Identify stakeholders, preliminary research, customer interviews)
2. Understand current journey (This is to understand the current system in place and it’s pain points and opportunities)
3. Create future journey maps (This is the happy path/ideal system we want to achieve in the future)
4. Implement (Let’s make…