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Customer Journey mapping - Template

Customer Journey
by

Florent Le Mens

on 31 March 2014

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Transcript of Customer Journey mapping - Template

select a card and copy past
it to place it on the gameboard
Library /
Gameboard
The tool is further explained at :
http://www.servicedesigntools.org/tools/8
...
Customer journey mapping game
By Paul Kahn (Mad Pow) & Christophe Tallec (Uinfoshare/Utilisacteur)
pkahn@madpow.net / http://www.madpow.com / @pauldavidkahn
christophe.tallec@uinfoshare.com / http://www.uinfoshare.com / @tallecchristoph

Name
Age
Trip
Jack,
25 years old,
decides he wants to
go on a long bike
ride, but his bike is
in the shop getting a tune up.
IT'S A TEMPLATE / SAVE A COPY TO TRY IT. LET US KNOW HOW YOU ARE USING IT SO
THE TOOL CAN EVOLVE AND BE IMPROVED :)
Jack goes to quickride.com, signs in and finds a bike in his area. He sets today at 3:00 pm as a pick up time and sends a request to the renter.
Jack receives an email confirmation from the renter accepting his rental request and pick up time.
Jack gets on a bus to ride the 10 blocks it takes to get from his location to where the renter wants to meet.
While on the bus Jack sends a quick message to the renter using the site's built in messaging system to make sure the renter is on schedule
Jack meets with the renter and picks up his bike. Because it's only a day rental he and the renter decide on a time to meet the following day.
He takes the bike, rides it to the trail and begins his long ride. When he is finished, he rides back to his apartment.
Back at his apartment he sees that he has an email requesting he pay the $10 balance for the bike rental. He logs into his quickride account and pays using his credit card.
He leaves his apartment, rides the bike to the drop off point, and returns the bike to the renter.
The next day before he leaves his apartment he sends the renter a message using quickride's message system to make sure the drop off time they agreed upon still works.
Full transcript