Investing dollars on customer driven cloud based applications and software is the fad of the moment. However, before you spend a ton of money on cloud based software development, make sure to inject the human into the designing of it for creating an exceptional customer experience.
Read the example to understand better
Doug Dietz, an industrial designer at GE, designed a brand new state of the art MRI machine. However, very soon he realized that the whole effort had gone down the drain. He found that some 80% of the aOlernKienOP
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While Journey Mapping has been around for a long time, the focus has been primarily on the process. Considering the above mentioned example, it has become imperative to include customer emotions and experience in it too. What customers feel and think at different stages aOlernKienOP
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1. Slip into the customer shoes: This is the first stage of journey mapping where you need to go through the process and observe aOlernKienOP
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2. Add detail of customers feelings: Mark down the feelings that you experience during the process. For example, in the case above, the fact that children felt fear seeing the new MRI machine needs to be noted.
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4. Test it: It is advisable to create a model of the process and test it in the field. This is the best way to get input from users on what their experience is using the new solution. By testing the concept with a smaller audience, you can get all the sign offs a lot easier and faster.
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