To learn more about the benefits of analyzing and assessing "customer effort" we recommend reading The Effortless Experience by Matthew Dixon and the folks at the CEB.
Reducing Customer Effort
Some Examples from different industries
Here are a number of examples from our client work representing how different brands have reduced customer effort (physical, cognitive, emotional, time-based) based upon the ideas generated from conducting an Ideal State Journey Mapping workshop.
Schedule a quick chat to learn more about conducting an Ideal State Journey Mapping SPRINT
Ideal State Journey Mapping Sprint
Envisioning the effortless experience
Envisioning the effortless experience
Pre-workshop
→ Define what success will look like (desired outcomes)
→ Inventory all points in the customer journey were customer effort is unreasonable or high
→ Select the areas of high customer effort to focus on during the planned workshop
→ Assemble cross-functional team and schedule workshop
→ Prepare current state journey framework
→ Perform initial CX Thoughtstarter research
Workshop
→ Present focal areas (problem statements)
→ Frame problems as challenge statements with desired customer experience outcomes
→ Seek inspiration for CX Improvements using Lightning Bolt demos
→ Construct initial solutions concepts using Four-part Sketching
→ Capture the Ideal State Journey (doing, thinking, feeling)
→ Share out initial Solution Concepts
Post-workshop
→ Consolidate all ideas and artifcats from workshop
→ Follow-up with key participants to ensure solution concepts were capture correctly
→ Synthesis and frame-up each solution concept
→ Synthesis and frame-up each solution concept
→ Create an inventory of potential CX improvement opportunities
→ Prioritize based upon customer desirability, technical feasibility, and business viability
Just imagine what you could do if you got the right people in the same room together to envision the Ideal Customer Journey.
Benefits REALIZED FROM IDEAL STATE JOURNEY MAPPING SPRINT
Achieve organizational alignment on the the points in the customer journey having the greatest "friction".
Learn how to use structured ideation methods to inspire creativity in improving customer experience.
Create an inventory of both tactical and strategic ways to improve customer experience at different stages of the journey.
Gather inspiration from brands across industries on how to deliver simple, effective, and frictionless experiences.
Bring together cross-functional teams (business and technology) to collaborate and conceptualize new solution concepts.
Envision the ideal state journey based upon new and improved signature moments throughout the journey.
Client Testimonials
what our clients have to say
“The share outs at the end of the day gave us a vision for what we could collectively accomplish. It was so great to see the creativity of individuals from brand, product, marketing, support, and information technology all together in one room focused on how to solve for existing customer pain points. All working towards a common goal of making the customer experience even better.”
“This was the first time we had performed an exercise like this bringing cross-functional teams together to envision the Ideal Customer Journey from dreaming about a small group adventure to researching and booking it to preparing for the trip to travelling with a small group to telling others about it afterwards. The outcomes from the workshop became key inputs to our overall CX Roadmap.”