perfect for customer journey mapping
Use Cases and Deployment Scope
We did not have any customer journey mapping. No strategy for how to do
that, no real maps to start with, and a dispersed team. So we really
needed a strategy and a common way of mapping the customer journeys,
moreover we needed to write down some internal processes of our company.
Pros
- Customer journey mapping
- Create a list of pain points
- Define a strategy and prioritizing what's important
Cons
- Maps are difficult to navigate when they reach more than 10 steps - but I think it is normal. Maybe suggesting to break down maps when they are too big is good advice that the app might give at a certain point.
- When choosing the images for the actors, sometimes the app freezes.
Most Important Features
- Customer journey mapping
- List of pain points
- How to prioritize pain points
- An integrated an holistic view of maps and the UX strategy
Return on Investment
- Improved the overall knowledge of our product to the whole employees and customer service.
- Gained more speed in making strategic decisions (e.g. what to improve next).
Alternatives Considered
Adobe Customer Journey Analytics
Other Software Used
Salesforce Service Cloud, Salesforce Marketing Cloud Email Studio, Salesforce Marketing Cloud Interaction Studio, Tableau Online, Tableau CRM, Jira Software
