Introducing our Employee Experience Journey Mapping Toolkit

We are excited to announce the official rollout of our Employee Experience Journey Mapping toolkit!
This is the page where you can download all of the latest printouts, slidedecks, and facilitation guides that we use to run our Employee Experience Journey Mapping (EXJM) workshop program.

EXJM is a people-centric discovery process that helps organizations rapidly frame their employee experience challenges and formulate innovative solutions. The objective is to deliver better employee and candidate experiences to improve engagement, productivity, performance and competitiveness.

As you can see in the below slides, This methodology is closely linked off of our existing CX Journey Mapping process.

The EXJM program is the brainchild of our good friend Hajer Mabrouk -  who after a brief collaboration - has really grabbed onto this and made it her own. We're very happy with what she's built so far and we look forward to a continued collaboration.

Let us know what you think! and keep your eye out on our sidebar upcoming EXJM workshops coming to your area.

Updated CX Journey Mapping Process Diagram

In association with the release of our latest CXJM workshop deck, here is an updated version of our CX Journey Mapping Process Diagram that reflects our latest refinements to the process.

This diagram is a simple one-page visual illustration of the five phases of the process and their associated steps.  Alongside each step is a visual reminder of which sticky note color is used, as well as an example entry.

Customer Journey Mapping Diagram
Customer Journey Mapping Diagram

Download links:PDF or JPG

Key differences from our previous CXJM process steps:

1) The Persona, Brand Attributes & Key Trends have all been moved to the front  This provides a clearer overview of these three components, creating a better understanding of their overarching importance when building effective Journey Maps.

2) Teams select one moment need together & one emotional need asindividuals This change helps teams quickly move towards brainstorming the core emotional drivers, which is a key skill we are trying to unlock with participants in our Journey Mapping workshops.

3) Desired new attitude & behavior now come before building CX Design Canvas We've found doing this step before brainstorming innovations really helps focus teams their ideas on things that truly meet the selected transformation impact.

All of these additions are also reflected within the slidedeck that can be found on the CXJM Toolkit page

Updated CX Journey Mapping Workshop Slides

We are excited to be rolling out our new and improved version of our CXJM workshop deck that reflects all the refinements we've made over the last 12 months. We've incorporated lots of your feedback and have used it to make our Journey Mapping methodology even more efficient and effective.

This file can be downloaded as a PDF or as a PPT

New updates include:

  1. New slidedeck with improved formatting
  2. better examples throughout the deck
  3. refinements to Journey Mapping process

More details about the changes in our Journey Mapping process in in our overview of the CX Journey Map process diagram. 

New Roll-up CX Journey Mapping Poster

We're excited to introduce a new way to facilitate great journey mapping sessions with a "roll up" version of our CX Journey Mapping boards.  This new poster makes it easier to set up and run a CX Journey Mapping session. Instead of using large foam core boards, butcher paper, or some other medium, we put everything you need on one large poster.

This new poster provides:

  • The Jen/ZoomGo story line across the 3 posters
  • A map of the overall step by step CX Journey Mapping process (bottom left)
  • Dedicated areas for brainstorming needs, processes, & innovations
  • The CX Design Canvas, with color coding to simplify instruction
  • Clear designation of areas for On Stage, Back Stage, & Attitudes

Roll up Customer Journey Mapping Template

Like any good CX practitioner, we have piloted them, incorporated feedback, tested revised versions, and are now ready to share these more broadly.  We've found that not only does it speed up the set up for your session, but that it greatly improves the learning experience for the participants.   We've been using it it at our recent workshops and have found it to be an all around great experience.

Download Links:

CXJM Learn Workshop Templates: ZoomGo Chapter 1 - ZoomGo Chapter 2  - ZoomGo Chapter 3

CXJM Design Session Template: Blank DIY Roll Up Poster

Tips & Directions for use:

  • Print these on 42 inch by 96 inch paper  (can be re-sized to fit metric paper sizes)
  • Laminate it using a matte finish to reduce glare and improve longevity
  • We recommend 3M adhesives to mount it without damaging painted wall surfaces
  • Ensure you have enough contiguous wall space in your meeting location
  • You'll still need to print out blank CX Hypothesis Statements for the final step in the workshop

Let us know what your think of these and please send us some pictures of you using them in action!

5 Tips For Building Great Customer Journey Maps

We've spent the last 2 years building Customer Experience Journey Maps with clients all over the world. During that time we've learned a lot of great information about how to maximize the value and effectiveness of your Journey Mapping activities.

Here are 5 quick Journey Mapping tips we've collected in our work:

1) Start small (be assumptive):

It can be easy to get bogged down by trying to build the perfect Journey Map. Be careful to not let the scope of your activity overwhelm you. We recommend starting things out assumptivly with low resolution when creating your initial Journey Maps. From there you can perform validation exercises on the areas that require more detail to understand.

2) Keep it collaborative (cross-functional)

Journey mapping provides the most value when done with a wide range of people from your organization.This will help maximize your collective understanding during this activity.

Here are some examples of people to consider including:

  • Someone with a good understanding of strategic business objectives and financials
  • Someone who knows the arch of the sales relationship
  • Someone who understands CRM system and email marketing touchpoints
  • Someone with insight into product direction and development
  • Someone from front-line customer support

3) Build initial Journey Maps in person

Whenever possible, we strongly recommend creating your maps as a collocated activity. Journey Mapping requires high energy, collaborative decision making and heavy focus.  For these reasons, teams who do their initial mapping activities in person tend to gain greater value from their efforts.

4) Use consistent sticky note colors

This may seem trivial, but using a consistent color pallet will maximize your ability to gain rapid understanding from viewing a Journey Map. This will help everyone gain a clear understanding of the layout at a quick glance.

5) Make your Journey Maps visible

It’s no secret that Journey Maps draw attention. These maps can serve as a great reference point for bringing different stakeholders up to speed on your efforts. We recommend placing your maps on the hallway walls, in meeting rooms, or anywhere else that will get them seen by passerby's.

Hopefully these tips are helpful for you. We’d love to hear some other suggestions you have for building great Customer Experience Journey Maps in the comments below.