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Sample Customer Journey Mapping Presentation

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Sample Customer Journey Mapping Presentation

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Sample Customer Journey Mapping Presentation

  1. 1. Samaritan’s Digital Evolution
  2. 2. No longer enough I can't call the Samaritans. I hate speaking to people on the phone.
  3. 3. Forbes Messaging now outrank phone calls as the dominant form of communication among Millennials.
  4. 4. The rapid adoption of technology Timetoreach40%adoptioninyears 0 14 28 42 56 70 Telephone PC Internet Smartphones
  5. 5. Texting system not fit for purpose Why is it taking them so long to reply!
  6. 6. Digital is a second class citizen VOLUNTEER I hate dealing with all these different systems. I wish it was just the phone.
  7. 7. We fail to address the whole journey
  8. 8. We need a new vision
  9. 9. Seamlessly moving between channels
  10. 10. Caller controls their own data
  11. 11. Single volunteer interface Onesingle volunteer system for all platforms VOLUNTEER
  12. 12. Add and remove platforms fast Onesingle volunteer system for al lplatforms VOLUNTEER
  13. 13. Build a better pictures of our callers I am not convinced the Samaritans understand me or my generation.
  14. 14. How we get there
  15. 15. Decide upon our level of service? VOLUNTEER We are here for you in moments of crisis, not for long term support. VOLUNTEER We want to be there to support you over the long term and build a relationship.
  16. 16. Identify key audiences
  17. 17. Establish a digital transformation team Digital Lead Digital trainersDevelopers UI Designer User Researcher Digital listeners
  18. 18. Identify top priorities Who do we want to reach? What services do we want to offer? Where do we start?
  19. 19. Prototype, test, iterate
  20. 20. Program of user research
  21. 21. Education and recruitment Hi, I am part of a new generation of digital savvy volunteers.
  22. 22. Key discussion points
  23. 23. What kind of service do we want to offer? VOLUNTEER We are here for you in moments of crisis, not for long term support. VOLUNTEER We want to be there to support you over the long term and build a relationship.
  24. 24. What is 0ur policy on data retention?
  25. 25. Do we want to form a digital team? Digital Lead Digital trainersDevelopers UI Designer User Researcher Digital listeners

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