Oy de mere aN CUSTOMER JOURNEY MAP CHEAT CARDSCJM Cheat Cards A deck of customer journey mapping insights The deck you're holding in your hands is actually a set of questions designed to help you discover flaws in your customers’ journeys. How to use CJM Cheat Cards Read each card one after another or pull a random card and apply it to the corresponding journey stage - it's entirely up to you. What is important here is that you get as many aha moments as possible and rethink your journey map in the end. Happy mapping! UXPressiaOy Ce mee) pressia.comProcess Flaws in processes can cause churn. Optimizing them will keep your customers from going astray. "Less is more" is the rule of thumb here. Is every process currently in place absolutely necessary for your customers to engage with your product or service?Oy Ce mete al pressia.comProcess Flaws in processes can cause churn. Optimizing them will keep your customers from going astray. “Less is more" is the rule of thumb here. Are there any points where customers aren't sure what to do next?Oy Ce mete al pressia.comProcess Flaws in processes can cause churn. Optimizing them will keep your customers from going astray. “Less is more" is the rule of thumb here. Does the customer have to do the same action more than once?Cy Ce mete al pressia.comProcess Flaws in processes can cause churn. Optimizing them will keep your customers from going astray. "Less is more" is the rule of thumb here. Do you think the way processes are built match with what your customers expect?Cy Ce Nese) pressia.comProcess Flaws in processes can cause churn. Optimizing them will keep your customers from going astray. “Less is more" is the rule of thumb here. Is there a clear Purpose in each process? Can customers see it?Cy Ce mete al pressia.comTime The length of a minute depends on which side of the counter you are on. Time is what matters. And there's an ocean of insights to be found when doing timing analysis. How long does it take to get through the entire path? How much does each step take?Oy Ce Nese al pressia.comTime The length of a minute depends on which side of the counter you are on. Time is what matters. And there's an ocean of insights to be found when doing timing analysis. Are customers satisfied with the overall timing? What about the timing at each step?Oy Ce Nese al pressia.comTime The length of a minute depends on which side of the counter you are on. Time is what matters. And there's an ocean of insights to be found when doing timing analysis. Where and why customers have to wait?Oy Ce Nese al pressia.comTime The length of a minute depends on which side of the counter you are on. Time is what matters. And there's an ocean of insights to be found when doing timing analysis. Are there any steps where customers have to wait for some sort of feedback? And once received, is that feedback clear?Cy Ce mete al pressia.comTime The length of a minute depends on which side of the counter you are on. Time is what matters. And there's an ocean of insights to be found when doing timing analysis. Is there a way to make customers less bored while they wait?Cy Ce mete al pressia.comMistakes Observe your customers in action to see what common mistakes they make. If there’s a pattern, most likely these are your mistakes and not theirs. Where exactly people make mistakes most of the time?Oy Ce mete al pressia.comMistakes Observe your customers in action to see what common mistakes they make. If there’s a pattern, most likely these are your mistakes and not theirs. Who makes these mistakes most often and why?Cy Ce mete) pressia.comMistakes Observe your customers in action to see what common mistakes they make. If there’s a pattern, most likely these are your mistakes and not theirs. At what stages these mistakes result in extra work?Cy Ce Nese al pressia.comMistakes Observe your customers in action to see what common mistakes they make. If there’s a pattern, most likely these are your mistakes and not theirs. Do you think customers need company’s involvement to help them resolve the problem?Cy Ce mete) pressia.comMistakes Observe your customers in action to see what common mistakes they make. If there’s a pattern, most likely these are your mistakes and not theirs. How can you prevent mistakes at each stage?Oy Ce mess al pressia.comCosts Costs are often the moments of truth for your customers. This is why it's critical to inspect how costs influence your customer's journey. What are the costs of the service at each stage?Oy Ce mess al pressia.comCosts Costs are often the moments of truth for your customers. This is why it's critical to inspect how costs influence your customer's journey. At what stage(s) customers won't be willing to pay for your service?Oy Ce mete al pressia.comCosts Costs are often the moments of truth for your customers. This is why it's critical to inspect how costs influence your customer's journey. What's the cost of each stage for your company?Cy Ce mess al pressia.comCosts Costs are often the moments of truth for your customers. This is why it's critical to inspect how costs influence your customer's journey. How much are you willing to spend on customer support?Oy Ce Nese al pressia.comCosts Costs are often the moments of truth for your customers. This is why it's critical to inspect how costs influence your customer's journey. Are there any hidden expenses for your company? And for the customer?Cy Ce mete al pressia.comChannels & Touchpoints These are places where your customers and your business meet. Analyzing channels and touchpoints can really make a big difference in the journey. Where and when is the entry point for customers?Oy Ce Nese al pressia.comChannels & Touchpoints These are places where your customers and your business meet. Analyzing channels and touchpoints can really make a big difference in the journey. .* JOURNEY Do you offer appropriate channels for different segments of your target audience?Oy Ce Nese al pressia.comChannels & Touchpoints These are places where your customers and your business meet. Analyzing channels and touchpoints can really make a big difference in the journey. At which step do you lose customers?Cy Ce Nese al pressia.comChannels & Touchpoints These are places where your customers and your business meet. Analyzing channels and touchpoints can really make a big difference in the journey. .* JOURNEY Do customers see consistency in your brand across all the channels? And what about touchpoints?Cy Ce Nese al pressia.comChannels & Touchpoints These are places where your customers and your business meet. Analyzing channels and touchpoints can really make a big difference in the journey. .* JOURNEY Do you know about all the channels and touchpoints? Are there any hidden ones where you can influence the journey?Cy Ce Nese al pressia.comPeople Front staff is one of the main influencers in a customer journey. This is why you must pay close attention to what happens behind the counter. Are there any bottlenecks, errors or delays that are results of having few skilled employees?Oy Ce Nese al pressia.comPeople Front staff is one of the main influencers in a customer journey. This is why you must pay close attention to what happens behind the counter. At which steps employees fail to deliver exceptional service?Oy Ce mess al pressia.comPeople Front staff is one of the main influencers in a customer journey. This is why you must pay close attention to what happens behind the counter. Do all the employees understand their responsibilities at every stage of the process? Do they realize how they impact the overall user experience?Oy Ce Nese al pressia.comPeople Front staff is one of the main influencers in a customer journey. This is why you must pay close attention to what happens behind the counter. is there a clearly identified decision-maker at every stage?Cy Ce mete) pressia.comPeople Front staff is one of the main influencers in a customer journey. This is why you must pay close attention to what happens behind the counter. Are all the departments on the same page in terms of understanding customers?Cy Ce mete al pressia.comPast Looking into the past may really give you an insight or two about what to do in the future. + max, Do we make assumptions about processes based on how it used to be in the past?Oy Ce Nese al pressia.comPast Looking into the past may really give you an insight or two about what to do in the future. + max, Are there any parts of the system that were not upgraded for a very long time?Cy Ce Nese al pressia.comPast Looking into the past may really give you an insight or two about what to do in the future. + max, Are there any excessive touchpoints/stages that exist because of the old system legacy?Cy Ce mete al pressia.comPast Looking into the past may really give you an insight or two about what to do in the future. + max, Are there any stages that do not leverage the benefits of modern technologies?Cy Ce Nese al pressia.comPast Looking into the past may really give you an insight or two about what to do in the future. + max, Can you benefit from previous experience of your customers in similar services?Cy Ce mete al pressia.com