Mapping the voice of the customer
How to transform your customer experience by understanding the customer journey, finding problem areas, and coming up with ideas to resolve them.
The challenge
Fragmented understanding of customer behaviour is chronic in organizations, and many companies never piece together the entire experience from a user’s standpoint.
Checkatrade wanted to change all that and learn how to create a shared vision that improves the customer experience and helps the organisation plan and optimise internal strategies.
Key strategic objectives
- Continuous learning and customer understanding
- Optimise internal design processes and techniques
- Create agreement on how to improve customer experience
Our approach
In collaboration with Checkatrade’s Voice of the Customer Analyst, we developed a bespoke one-day Customer Journey Masterclass that covered the practical framework and techniques for developing essential layers of a customer journey map, including common pitfalls to avoid, with discrete hands on workshops based on their customers needs and painpoints.
key learnings
- Anatomy of a customer journey map
- Journey map variations and approaches
- Persona development vs customer segmentation
- How and when to use customer journey maps (and vatiations)
- Service blueprinting and busines process mapping
- How to setup a customer journey mapping project
- Key mistakes to avoid
- Key tools to use to make life easier
Main benefits
A Checkatrade team of five, throughout the day, learned how to develop key persona and mapped their journey experience.
During the hands on sessions they also learned how to analyse customer behaviour, identify customer pain points and needs and put together a high level value proposition hypothesis that will help relieve the customer pains.
