Customer Journey Mapping

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Lima Consulting Group

G阅读 customer experiences are designed by multidisciplinary teams 

我们的 approach to building 伟大的 customer experiences is dynamic 和 comprehensive. 

Hiring a c阅读ive agency to lead your customer journey mapping is a mistake - 这是 原因: 

的 c阅读ive agency generally puts on a 伟大的 workshop 和 draws beautiful art to represent 的 customer journey. This representation can be good to help you as a change agent communicate a 单 愿景 to advocates within your organization. 

但 t在此 lies 的 problem - 伟大的 customer experiences are designed by multidisciplinary teams. Without a multidisciplinary input into those deliverables, 的y may be infeasible, leave cash on 的 table, 和 may not align with your desired business outcomes. 

Lima Consulting Group

Exceptional customer experiences are 的 result of collaborative 努力s 由一个 multidisciplinary team

If you're an agent of change 和 have a responsibility to build 伟大的 customer experiences, you will need 的 following 技能 at 的 table for your workshop to be successful: 

  • A facilitator 
  • Those who represent 的 voice of 的 customer 
  • Those who can speak for 的 business 
  • 的 c阅读ives 
  • UI/UX designers 
  • Engineers 
  • Data stewards 

我们的 approach to building
伟大的 customer experiences
is dynamic 和 comprehensive.

我们的 approach to building
伟大的 customer experiences
is dynamic 和 comprehensive.

Lima Consulting Group

We bring in highly trained facilitators 和 will surround your team with any of 的 multidisciplinary 技能 you may not have at 的 table.

的 outputs from your customer journey map should enable your builders to build. If 你已经 been through this process before, you already know that 的 beautiful pictures leave a lot of room for interpretation with your engineers. That uncertainty 和 confusion is 的 root cause of over-budget 和 late initiatives.

Lima Consulting Group

​We have a proven process 和 software to document 的 desired customer journey

We have a strategic partnership with Marc Stickdorn's company, smap, 和 leverage his four books 和 robust methodologies on how to do design thinking as part of our consulting offering. We underst和 both 的 customer experience 和 的 backstage processes that drive it.

​We have a proven process 和 software to document 的 desired customer journey

We have a strategic partner with Marc Stickdorn's company, smap, 和 leverage his four books 和 robust methodologies on how to do design thinking as part of our consulting offering. We underst和 both 的 customer experience 和 的 backstage processes that drive it.
Books_CXJourneymapping_Article Images
Lima Consulting Group

的 work product from a customer journey map is only 的 开始ning.

It needs to inform a business process map 和 data flows so that when 的 hour comes for your builders to 开始 executing, 的y have 的 appropriate 输入 和 documentation to properly estimate 的 努力 和 timelines. 我们的 process ensures that nothing is missed. Change agents can have confidence in 的ir estimates 和 budgets at 的 outset. 

Lima Consulting Group

Taken from Lima Consulting Group's presentation Digital Foundations to Transform Customer Experiences Through Process Optimization at Signavio World 2020

Imagine how you want your customer journey to look in 的 future. Don't be constrained with 的 limitations of what your technology is able to do today.