{"id":281,"date":"2018-04-16T09:45:52","date_gmt":"2018-04-16T08:45:52","guid":{"rendered":"http:\/\/blogs.kent.ac.uk\/isux\/?p=281"},"modified":"2019-08-20T11:28:28","modified_gmt":"2019-08-20T10:28:28","slug":"using-customer-experience-journey-mapping-cxjm","status":"publish","type":"post","link":"https:\/\/blogs.kent.ac.uk\/isux\/2018\/04\/16\/using-customer-experience-journey-mapping-cxjm\/","title":{"rendered":"Using Customer Experience Journey Mapping (CXJM)"},"content":{"rendered":"\n\t\t<style type=\"text\/css\">\n\t\t\t#gallery-1 {\n\t\t\t\tmargin: auto;\n\t\t\t}\n\t\t\t#gallery-1 .gallery-item {\n\t\t\t\tfloat: left;\n\t\t\t\tmargin-top: 10px;\n\t\t\t\ttext-align: center;\n\t\t\t\twidth: 33%;\n\t\t\t}\n\t\t\t#gallery-1 img {\n\t\t\t\tborder: 2px solid #cfcfcf;\n\t\t\t}\n\t\t\t#gallery-1 .gallery-caption {\n\t\t\t\tmargin-left: 0;\n\t\t\t}\n\t\t\t\/* see gallery_shortcode() in wp-includes\/media.php *\/\n\t\t<\/style>\n\t\t<div id='gallery-1' class='gallery galleryid-281 gallery-columns-3 gallery-size-thumbnail'><dl class='gallery-item'>\n\t\t\t<dt class='gallery-icon landscape'>\n\t\t\t\t<a href='https:\/\/blogs.kent.ac.uk\/isux\/2017\/04\/19\/your-typical-day-on-campus-mature-and-part-time-phd-students\/phd-card-sorting\/'><img width=\"150\" height=\"150\" src=\"https:\/\/blogs.kent.ac.uk\/isux\/files\/2017\/04\/phd-card-sorting-150x150.jpg\" class=\"attachment-thumbnail size-thumbnail\" alt=\"\" loading=\"lazy\" \/><\/a>\n\t\t\t<\/dt><\/dl>\n\t\t\t<br style='clear: both' \/>\n\t\t<\/div>\n\n<p>The Requirements Team\u2019s journey to Customer Experience Journey Mapping (CXJM) began with a free workshop delivered by Oracle in London. The workshop introduced the concept and benefits of CXJM and provides an eye-opening exercise moving away from the business and systems process mapping and placing ourselves in the customers\u2019 shoes. It visually illustrates customers\u2019 processes, needs &amp; perceptions throughout their interaction and relationship with an organization. This results in identifying opportunities to improve systems or processes to improve the customer experience.<\/p>\n<p>Full details of <a href=\"https:\/\/designingcx.com\/workshop\">methodology and CXJM toolkit<\/a><\/p>\n<p>Requirements Team trailed the method in the office for one project, with positive results which helped to add a new perspective and provide additional evidence to recommendations. This included an explanation of how changes could be made to improve the customer experience, while saving time and money running a particular service within IS.<\/p>\n<p>The CXJM experience need not take any longer than 90 minutes and will help a team focus on their customers\u2019 experience and result in clear objectives to improve the journey. For more information, please email <a href=\"mailto:is-requirements@kent.ac.uk\">is-requirements@kent.ac.uk<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The Requirements Team\u2019s journey to Customer Experience Journey Mapping (CXJM) began with a free workshop delivered by Oracle in London. The workshop introduced the concept &hellip; <a href=\"https:\/\/blogs.kent.ac.uk\/isux\/2018\/04\/16\/using-customer-experience-journey-mapping-cxjm\/\">Read&nbsp;more<\/a><\/p>\n","protected":false},"author":48211,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[53,172393],"tags":[172390,172391,172392,79395,172346],"_links":{"self":[{"href":"https:\/\/blogs.kent.ac.uk\/isux\/wp-json\/wp\/v2\/posts\/281"}],"collection":[{"href":"https:\/\/blogs.kent.ac.uk\/isux\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blogs.kent.ac.uk\/isux\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.kent.ac.uk\/isux\/wp-json\/wp\/v2\/users\/48211"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.kent.ac.uk\/isux\/wp-json\/wp\/v2\/comments?post=281"}],"version-history":[{"count":10,"href":"https:\/\/blogs.kent.ac.uk\/isux\/wp-json\/wp\/v2\/posts\/281\/revisions"}],"predecessor-version":[{"id":397,"href":"https:\/\/blogs.kent.ac.uk\/isux\/wp-json\/wp\/v2\/posts\/281\/revisions\/397"}],"wp:attachment":[{"href":"https:\/\/blogs.kent.ac.uk\/isux\/wp-json\/wp\/v2\/media?parent=281"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogs.kent.ac.uk\/isux\/wp-json\/wp\/v2\/categories?post=281"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogs.kent.ac.uk\/isux\/wp-json\/wp\/v2\/tags?post=281"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}