This quick, highly visual presentation offers many ideas on how to use journey maps and what they might look like. You're sure to find at least one good idea inside ;-)

1. journey mapping
putting your cx ideas in motion
© 2016 Storyminers, Inc. Please ask before using.

2. first…just what is customer experience?

3. everything your brand does for customers
— everything your business processes do to them
= how the experience makes them feel

4. what can journey mapping do?

5. establish a
crystal-clear
vision for
the future
engage
employees
get everyone on
the same page
delight
customers
explore
options
before
deciding
streamline
service
deliveryreduce
effort

6. journey maps help you see your business…
through your customers’ eyes

7. so, what does a journey map look like?

8. literal

9. conceptual

10. relatedactivities
insidesegments
illustrated

11. software

12. start now or plan ahead…

13. i want to see…show me!

14. wrap up

15. wrap up
add partner tech walk-through photos
show elements of ‘the wall’

16. consciousdecisions
madebetweenstages

17. peopleinteract
withinencocunters
!
"
#
$%
&'
(

18. cluesarewhat
customerssenseand
employeesdeliver
3types
people,info,physical
!
"
#
$
%
&
'
(

28. wrap up

31. “great experiences breed great stories.”

32. wrap up
Storyminers was founded in 2002 by Mike Wittenstein to help organizations improve their overall performance by
improving their experiences. Storyminers has introduced many innovations that help businesses find their centers,
find new revenue streams, and find their best-fit customers through storytelling and experience/service design.
Storyminers has an extensive partner ecosystem composed of specialists in many creative disciplines: service/
tech/design companies, production/media/event companies and with similar firms to handle fluxes in work
volume. Each partner adheres to a standard commercial code and also subscribes to Governing Principles which
focus on non-commercial-but-important topics like partnering, outcomes, issue handling, learning, growth, etc.
Storyminers has significant experience in retail, telecom, hospitality, and other service industries characterized by
frequent contact between customers and employees, creeping consumer expectations, and ever-changing
technology platforms. We are specialists in personalization and ‘fitted solutions’. Our clients include: Transitions,
Clorox, PNC, Blackrock, Teleflora, Chick-fil-A, Ride.com, SOHO Hero, iPay Technologies, Piedmont Hospital,
LeasePlan, PartnerTech, Habasit, and many others.
+01 770.425.9830 | www.storyminers.com