Journey Mapping Best Practices

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The Twin Cities Research Group (TCRG) asked Jean Fasching and me to present on Journey Mapping Best Practices. Jean is a HoC engagement lead with a strong research background, perfect for this audience.

The agenda:

  • Who we are
  • Why journey mapping?
  • What makes journey mapping successful?
  • Case study: Meridian Health

The presentation was given in-person, but the audio and slides were captured below (warning: the sound quality isn’t ideal):

You can also download the PDF of the slides here.

Enjoy!

Republished with author's permission from original post.

Jim Tincher
Jim sees the world in a special way: through the eyes of customers. This lifelong passion for CX, and a thirst for knowledge, led him to found his customer experience consulting firm, Heart of the Customer (HoC). HoC sets the bar for best practices and are emulated throughout the industry. He is the author of Do B2B Better and co-author of How Hard Is It to Be Your Customer?, and he also writes Heart of the Customer’s popular CX blog.

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