Ask Marc – Journey map repositories
Innovating experiences with service design | Smaply podcast
English - July 17, 2020 11:20 - 41 minutes - 37.8 MBManagement Business Marketing service design journey mapping journey maps design thinking customer experience user experience employee experience human centered design customer journey innovation Homepage Download Google Podcasts Overcast Castro Pocket Casts RSS feed
In this session we talked about journey map hierarchies, how to connect journeys within departments, and how a repository helps standardize customer centricity activities.
Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-journey-map-repositories
Overview
[05:30] Introduction
[14:20] How can you establish links and enable traceability between customer and operations / organization metrics using repositories?
[18:10] What is a good way to connect all the different journeys within one company?
[20:00] How could journey map repositories work for journey maps that cover journeys across all kinds of different government agencies that work independently?
[21:45] How do you operationalize this if you are for example a bank?
[27:20] What are the biggest barriers for implementing such a method in large organizations and how do I overcome these barriers?
[31:00] How can you realign journey mapping activities between departments?
[34:25] How do you cope with data security when linking real-time data that we talked about to a repository like this?
[37:10] What is a boundary object?
[38:00] Is a repository of templates and taxonomy that can standardize journey mapping a good place to start?
[39:00] Which government did a journey map from life events that you spoke about earlier? Is it possible to share that information?