Improve CX Using Journey Mapping: Actionable Approach with Kelly Jura

The ultimate goal of journey mapping is make change, be it through understanding the current journey your customers go through or building a brand new one based on the research data. So how can you move from having the entire journey mapped out to turning it into action?

In this session with Kelly Jura, you'll learn how to transform the customer journey mapping process into practical insights that can drive iteration and ultimately enhance the user experience. Discover techniques to brainstorm, categorize, and prioritize solutions and explore strategies for linking insights with business objectives.

Kelly showcases examples of journey maps and demonstrates how they can inform product roadmaps, providing you with hands-on approaches to drive meaningful action.

#cx #journeymapping #customerexperience

00:00 — Intro
02:48 — Myths about journey mapping
05:30 — Case overview: Meal Kit Delivery Service
10:26 — Data analysis in CJM
12:40 — Segmenting and prioritizing personas
15:20 — Meet Steph
19:10 — Prioritizing and building journeys
24:05 — Plutchik's Wheel of Emotions
26:50 — What can be done better?
31:03 — Opportunities and accountability

USEFUL LINKS
📃 How to build actionable customer journey maps https://uxpressia.com/blog/actionable...
📃 How to involve stakeholders in your journey mapping initiative — https://uxpressia.com/blog/journey-ma...

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

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

MUSIC
Music: https://www.bensound.com
License code: 7VJOHMPBAN3O9HZI