Customer Journey Map for HR Hailey
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Como criar um mapa da jornada do cliente
Por Aaron Sherman
Esta é a quarta parte do nosso Guia ilustrado para a série Desenvolvimento de produtos. Parte do desenvolvimento do produto é entender seus clientes. Customer Journey Mapping é o processo de olhar para a série de eventos de ponta a ponta que compõem toda a história de antes de seu produto / serviço, usando seu produto / serviço e depois. Estes mapas podem tornar-se bastante longo e envolver muitos atores ou personas. Eles podem até não ser lineares. Ao examinar essas diferentes viagens de clientes, é possível identificar casos de uso importantes que seu produto / serviço precisa fazer incrivelmente bem. Isso deve incluir qualquer coisa que está causando atualmente um monte de sofrimento do cliente (muitas vezes por nenhuma boa razão) e casos de uso que realmente melhorar a oferta do produto principal.
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Storyboard Descrição
Customer Journey Map / Customer Journey Mapping
Texto do Storyboard
- Deslizar: 1
- Acme Co has a Morale Problem
- Employee retention rate is becoming a problem.
- HR Hailey is informed by the CEO that morale in the company is low, and this is causing employees to quit.
- Deslizar: 2
- HR Hailey Begins to Research Ideas
- Ten Quick and Cheap Tips to Improve Company Morale
- HR Hailey doesn't know what she is looking for and starts by reading a few blogs looking for tips and tricks.
- Deslizar: 3
- SoLoMoFoo is First Discovered
- Ten Quick and Cheap Tips to Improve Company Morale
- Workplace Social Food Sharing Network
- The idea of sharing food and creating more of a community in the office intrigues HR Hailey.
- Deslizar: 4
- Call to Action to Get Started
- • Share Free Food at Work• Increase Sense of Community• Quick and Easy to Get Started
- Email Setup Instructions
- After reading the SoLoMoFoo website, HR Hailey is even more convinced this is a great product and emails instructions to IT Ivan.
- Deslizar: 5
- IT Ivan Recieves a Notification
- To: IT IVAN
- HR Hailey would like you to install and deploy SoLoMoFoo to your company. This should take about ten minutes and is completely painless.Thanks,SoLoMoFoo Team
- IT Ivan receives an email with instructions and is easily able to setup and deploy SoLoMoFoo.
- Deslizar: 6
- The Following Week
- Is it just me, or is work more fun now that SoLoMoFoo is causing all these impromptu snack breaks?
- Acme Co. has really gotten into using SoLoMoFoo and lots of great conversations are happening in the kitchen.
- Deslizar: 7
- One Month Later
- Improve Company Moral
- People are using SoLoMoFoo a lot.
- HR Hailey reviews the usage of SoLoMoFoo to really see how much people are using it.
- Deslizar: 8
- Well Deserved Praise
- Our latest employee happiness survey is the best it has been in months. Thank you!
- Charlie the CEO invites HR Hailey into his office to congratulate on her on quickly and cost effectively improving team morale.