Customer Journey Map Toolkit

Save time, empower your teams and effectively upgrade your processes with access to this practical Customer Journey Map Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any Customer Journey Map related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

The Toolkit contains the following practical and powerful enablers with new and updated Customer Journey Map specific requirements:

STEP 1: Get your bearings

Start with...


• The latest quick edition of the Customer Journey Map Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.


Organized in a data driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…


• Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation


Then find your goals...

STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 998 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Customer Journey Map improvements can be made.

Examples; 10 of the 998 standard requirements:


1. What are unique and effective ways that providers and health plans are working together through mutually agreed upon goals to reduce health care costs while improving quality?
   
   

2. What improvements to the current experience would have the greatest impact and how do you align every part of your organization to a shared set of priorities?
   
   

3. Is the workplace experience designed by mapping the customer journey and re engineering the touchpoints that have the biggest impact on safety and wellbeing?
   
   

4. How can the information from various devices, tools, portals, and mobile apps be leveraged to motivate consumers and positively impact overall health?
   
   

5. How are leaders leveraging business and clinical intelligence for better member engagement, superior outcomes and stronger financial performance?
   
   

6. Are more customers that started the purchase process completing a purchase after implementing the improvements identified via journey mapping?
   
   

7. What are strategies for deploying cluster analysis to segment populations and identify opportunities for intervention?
   
   

8. Is every process currently in place absolutely necessary for your customers to engage with your product or service?
   
   

9. What is one of the most important things most brands or organizations can do right now to improve customer service?
   
   

10. Have you mapped out the customer journey to predict where the pain point legal and regulatory issues might arise?
    
    


Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:


• The workbook is the latest in-depth complete edition of the Customer Journey Map book in PDF containing 998 requirements, which criteria correspond to the criteria in...


Your Customer Journey Map self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:


• The Self-Assessment Excel Dashboard; with the Customer Journey Map Self-Assessment and Scorecard you will develop a clear picture of which Customer Journey Map areas need attention, which requirements you should focus on and who will be responsible for them:
  
  


• Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix

• Gives you a professional Dashboard to guide and perform a thorough Customer Journey Map Self-Assessment

• Is secure: Ensures offline data protection of your Self-Assessment results

• Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:



STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage Customer Journey Map projects with the 62 implementation resources:


• 62 step-by-step Customer Journey Map Project Management Form Templates covering over 1500 Customer Journey Map project requirements and success criteria:


Examples; 10 of the check box criteria:


1. Probability and Impact Matrix: How would you suggest monitoring for risk transition indicators?
   
   

2. Scope Management Plan: Is your organization structure for both tracking & controlling the budget well defined and assigned to a specific individual?
   
   

3. Scope Management Plan: Are vendor invoices audited for accuracy before payment?
   
   

4. Probability and Impact Matrix: Risk categorization -which of your categories has more risk than others?
   
   

5. Change Request: What type of changes does change control take into account?
   
   

6. Procurement Management Plan: What areas does the group agree are the biggest success on the Customer Journey Map project?
   
   

7. Probability and Impact Assessment: What are the uncertainties associated with the technology selected for the Customer Journey Map project?
   
   

8. Quality Audit: Does everyone know what they are supposed to be doing, how and why?
   
   

9. Cost Management Plan: Have lessons learned been conducted after each Customer Journey Map project release?
   
   

10. Human Resource Management Plan: Does the schedule include Customer Journey Map project management time and change request analysis time?


 
Step-by-step and complete Customer Journey Map Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:


• 1.1 Customer Journey Map project Charter

• 1.2 Stakeholder Register

• 1.3 Stakeholder Analysis Matrix


2.0 Planning Process Group:


• 2.1 Customer Journey Map project Management Plan

• 2.2 Scope Management Plan

• 2.3 Requirements Management Plan

• 2.4 Requirements Documentation

• 2.5 Requirements Traceability Matrix

• 2.6 Customer Journey Map project Scope Statement

• 2.7 Assumption and Constraint Log

• 2.8 Work Breakdown Structure

• 2.9 WBS Dictionary

• 2.10 Schedule Management Plan

• 2.11 Activity List

• 2.12 Activity Attributes

• 2.13 Milestone List

• 2.14 Network Diagram

• 2.15 Activity Resource Requirements

• 2.16 Resource Breakdown Structure

• 2.17 Activity Duration Estimates

• 2.18 Duration Estimating Worksheet

• 2.19 Customer Journey Map project Schedule

• 2.20 Cost Management Plan

• 2.21 Activity Cost Estimates

• 2.22 Cost Estimating Worksheet

• 2.23 Cost Baseline

• 2.24 Quality Management Plan

• 2.25 Quality Metrics

• 2.26 Process Improvement Plan

• 2.27 Responsibility Assignment Matrix

• 2.28 Roles and Responsibilities

• 2.29 Human Resource Management Plan

• 2.30 Communications Management Plan

• 2.31 Risk Management Plan

• 2.32 Risk Register

• 2.33 Probability and Impact Assessment

• 2.34 Probability and Impact Matrix

• 2.35 Risk Data Sheet

• 2.36 Procurement Management Plan

• 2.37 Source Selection Criteria

• 2.38 Stakeholder Management Plan

• 2.39 Change Management Plan


3.0 Executing Process Group:


• 3.1 Team Member Status Report

• 3.2 Change Request

• 3.3 Change Log

• 3.4 Decision Log

• 3.5 Quality Audit

• 3.6 Team Directory

• 3.7 Team Operating Agreement

• 3.8 Team Performance Assessment

• 3.9 Team Member Performance Assessment

• 3.10 Issue Log


4.0 Monitoring and Controlling Process Group:


• 4.1 Customer Journey Map project Performance Report

• 4.2 Variance Analysis

• 4.3 Earned Value Status

• 4.4 Risk Audit

• 4.5 Contractor Status Report

• 4.6 Formal Acceptance


5.0 Closing Process Group:


• 5.1 Procurement Audit

• 5.2 Contract Close-Out

• 5.3 Customer Journey Map project or Phase Close-Out

• 5.4 Lessons Learned


Results

With this Three Step process you will have all the tools you need for any Customer Journey Map project with this in-depth Customer Journey Map Toolkit.

In using the Toolkit you will be better able to:


• Diagnose Customer Journey Map projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices

• Implement evidence-based best practice strategies aligned with overall goals

• Integrate recent advances in Customer Journey Map and put process design strategies into practice according to best practice guidelines


Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Customer Journey Map investments work better.

This Customer Journey Map All-Inclusive Toolkit enables You to be that person.

Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.