Este artículo brinda consejos para los líderes de talleres de mapeo de experiencias de clientes para mejorar su éxito.
Esta entrada salió primero en cxm.co.uk
Para lograrlo, el autor establece cuatro reglas básicas: definir las reglas del taller, establecer expectativas claras, tener en cuenta la profundidad de los datos disponibles y comprender la complejidad del cambio.
Talleres de mapeo
Además, el artículo sugiere que el líder del taller debe definir el «por qué» del taller antes de empezar, definir los roles de los participantes y utilizar un enfoque colaborativo. También se dividen los talleres en tres partes principales: situación actual, situación ideal e identificación de oportunidades, y se desglosan los objetivos de cada una de ellas. En general, el objetivo del taller es fomentar la creatividad y ayudar a los equipos a desarrollar soluciones innovadoras para mejorar la experiencia del cliente.
In a 2019 survey, the Nielsen Norman Group found that journey mapping was the third-most popular activity for UX professionals. While it is one of the most used methods in CX, it also can be daunting.
Running a successful customer journey mapping workshop is the single most important step in completing your customer journey map. Having the right person to facilitate the process is what will determine how fun, engaging, and inclusive the workshop will be.
Being a facilitator is a wonderful role to have. Soon you learn that everything you plan for the workshop is about other people unlocking their potentials and being playful around serious topics.
In this piece, I’ll break down the following aspects of customer journey mapping workshop:
- Your role as a workshop leader
- Defining the ‘why’ behind the workshop
- Defining workshop participant roles
- Three main parts of the customer journey mapping workshop
- Follow up activities
The role of a customer journey mapping workshop leader
A workshop leader or a facilitator is skilled in planning, time management, asking powerful questions, and listening. The facilitator owns methods and techniques to empower creative thinking and help teams develop innovative solutions.
Workshop methods will depend on the facilitator’s preferences. For instance, some workshop leaders prefer to use design thinking or sprint design, agile management techniques or develop their own frameworks. I like to combine various methods as they all have powerful techniques to offer.
Más en… cxm.co.uk
