Journey Mapping

• Customer Strategy Goals – First, the customer strategy goals are understood, and the intent, situation, and measures of success are clear. • Internal Hypothesis – Walker will conduct a few in-depth discussions with key stakeholders to identify some initial hypotheses, including the broad stages of customer interaction and critical moments of truth • Customer-Facing Workshops – Walker will facilitate workshops with a crossfunctional team. During these workshops, participants are walked through each customer stage exploring what the customer is wanting, thinking, and how the company is organized to support the customer. • Customer Interviews – In parallel would be customer interviews in the field and/ or by phone; more exploring and probing than survey ratings. • Maps and Recommendations – From all that the map is built, analyzed with implied recommendations and a plan to communicate and fulfill your objectives is put into place.