post Journey Maps in Articles

post Journey Maps in Articles https://www.webdev.servicenow.com/community/articles/journey-maps/ta-p/1390 <DIV class="lia-message-template-content-zone"> <H2 id="toc-hId--407050924">Method Overview</H2> <P>Through this method, you create a timeline of touchpoints between the user, the application(s), and any people/organizations they interact with. This method is used to see the process or service from the users’ perspective. You can map out the current state of a process or envision an idealized future state via journey mapping.</P> <P> </P> <H2 id="toc-hId-2080461909">When to Use</H2> <UL> <LI>Digitizing a manual, paper-based process.</LI> <LI>Replatforming a process onto ServiceNow.</LI> <LI>Reviewing an existing process that has a negative NPS.</LI> </UL> <P> </P> <H2 id="toc-hId-273007446">Outcomes</H2> <UL> <LI>Alignment among internal teams of overall opportunities and gaps.</LI> <LI>List of unmet user needs and pain points.</LI> <LI>Identified process gaps and opportunities to streamline.</LI> <LI>No assumptions about how the process occurs.</LI> <LI> <P>Visualization of the end-to-end customer experience.</P> </LI> </UL> <H2 id="toc-hId--1534447017"><BR />Prerequisites</H2> <UL> <LI>Scope and clear objectives of the project</LI> <LI>Primary user persona(s) and their goals identified.</LI> <LI>Insights from user observations and conversations.</LI> </UL> <P> </P> <P> </P> <H2 id="toc-hId-953065816">Participants</H2> <P>Process owner, product manager, business analyst, design strategist, developer, and stakeholders</P> <P> </P> <H2 id="toc-hId--854388647">Materials Needed</H2> <UL> <LI>Conference room, whiteboard, markers, roll of paper.</LI> <LI>Or real-time collaboration whiteboarding tools such as Miro, or Mural</LI> </UL> <H2 id="toc-hId-1633124186">Agenda</H2> <TABLE border="1" width="100%"> <TBODY> <TR> <TD width="50%">Duration</TD> <TD width="50%">Activity</TD> </TR> <TR> <TD width="50%">5 minutes</TD> <TD width="50%">Welcome & agenda</TD> </TR> <TR> <TD width="50%">10 minutes</TD> <TD width="50%">Icebreaker / energizer</TD> </TR> <TR> <TD width="50%">90 minutes</TD> <TD width="50%">Create journey map</TD> </TR> <TR> <TD width="50%">5 minutes</TD> <TD width="50%">Wrap up & next steps</TD> </TR> </TBODY> </TABLE> <P> </P> <H2 id="toc-hId--174330277">What do you do after?</H2> <UL> <LI>Synthesize findings into final map.</LI> <LI>Capability Cards workshop</LI> <LI>Alignment Jam</LI> </UL> <P> </P> <H2 id="toc-hId--1981784740">Related Plays</H2> <P>Building Empathy</P> <P> </P> <H2 id="toc-hId-505728093">Learn More</H2> <P><A href="https://www.nngroup.com/articles/customer-journey-mapping-process/" target="_blank" rel="noopener nofollow noreferrer">Journey Mapping 101</A></P> <P><A href="https://www.nngroup.com/articles/customer-journey-mapping-process/" target="_blank" rel="noopener nofollow noreferrer">The 5 Steps of Successful Customer Journey Mapping</A></P> <P><A href="https://www.interaction-design.org/courses/journey-mapping" target="_blank" rel="noopener nofollow noreferrer">Journey Mapping Course</A></P> <P><A href="https://www.nngroup.com/articles/journey-mapping-workshop/" target="_self" rel="nofollow noopener noreferrer">How to Run a Journey-Mapping Workshop: A Step-by-Step Case Study</A></P> </DIV> Mon, 24 Jul 2023 18:55:22 GMT gisellakontaria 2023-07-24T18:55:22Z Journey Maps https://www.webdev.servicenow.com/community/articles/journey-maps/ta-p/1390 <P>This method is used to see the process or service from the users’ perspective.</P> Mon, 24 Jul 2023 18:55:22 GMT https://www.webdev.servicenow.com/community/articles/journey-maps/ta-p/1390 gisellakontaria 2023-07-24T18:55:22Z