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Customer Journey Mapping

The Situation

Stack’d supported an electric utility to build its capability in performing customer journey-mapping by coaching its internal resources on the principles of customer journey mapping, how to plan, deliver, summarize, and act on the results of a customer journey map in support of an overall CX Strategy.

Our Approach

To support leaders in building these internal capabilities, Stack’d:
  1. Worked with internal resources to design a customer journey-mapping template to be used within the project and beyond.
  2. Supported resources to identify and prioritize which customer journeys to map.
  3. Supported the facilitation of three customer journey-mapping sessions with selected customer segments or personas. Stack’d lead the first session and trained, mentored and supported resources to deliver the subsequent two sessions.
  4. Supported internal resources in analyzing the journey maps to identify required actions and next steps to improve the customer experience.

Value Received

The organization’s received a “toolkit” complete with tools and templates that internal resources used to embed journey mapping practices within the organization.
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