(“Front of the house” is what customers see.) “Front of the house” high level touchpoints or stages.Specific activities and moments of truth customers go through.The one-page eco-system provides a high level understanding of the customer journey and facilitates building out the details and making improvements.Īlignment around experience focuses on understanding and knowing: We used this singular format consistently every quarter and prior to planning to align and focus and make the work real and tangible. This also included the financial impact and cost to the operation. Join instantly and start driving in minutes. Gas, mileage, and insurance options all included. By joining the Zipcar community, you can book cars contact-free by the hour or day, to go where you want, when you want.
Inside of each theme was the customer experience to be improved or heightened and why, the development, investment and initiatives. Specialties: Zipcar gives you access to thousands of vehicles at your fingertips. Next customer will pick up the car there. e) Customer has to drive car into the designated parking space on time. Each year we would start with certain themes to focus on. This will save Zipcar costs and solve the potential arguments in first place d) To put more gas, customer has to put gas card number and mileage in the process to avoid using gas card for non-zipcar. Then every year we would create a roadmap using the eco-system visual. But starting here was important to build a one-company view of the Zipcar Experience. When we started working on the micro-processes under these we got more detailed. To build this map we started internally with our people, then we did a lot of observations with customers to build out the specific front of house components. The Key To Journey Map Success: Build the One-Company View The one page visual was very important for us in our communications and creating understanding. “Back of the house” – These are the things we have to unite on to deliver seamlessly to the front of the house. “Front of the house” – These are what the customers see. Middle of the page – The moments are bucketed into high level touchpoints or stages. Top of the page – Activities and moments of truth customers go through. To get started with customer experience, we built a very simple, high level of the customer journey on one page so everyone could understand it at a high level We call it our eco-system. Here’s how Zipcar moved mapping from an activity to a CX competency that drives business behavior. She just joined LAUNCH a start-up devoted to reinventing multi channel consumer experiences. Specialties: Zipcar gives you access to thousands of vehicles at your fingertips. Lesley Mottla was part of the management team that developed Zipcar’s award-winning customer experience and technologies. How does your organization utilize the journey map? As the framework to consistently drive company focus that lines up your customer listening, improvement, and planning efforts? Or are the silos still promoting their internal processes as a “journey”?
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