How to create the TO BE customer journey?
A TO BE customer journey’s goal is either to improve the current customer experience or to set-up a new service.
1. Think of ways to solve the pains that have been identified in the AS IS customer journey. Invite the stakeholders to a co-creation session in order to ensure their buy-in to the organisation and ask for their input. Here are some ways to generate ideas from them:
- The negative brainstorm
- Brainwriting
- Lotus Blossom
- Kingdom cards
2. Unless you have limitless resources, it is not possible to implement all the many ideas that come from this co-creative session. In order to make a selection, it is advisable to use methods such as clustering or dot voting.
3. Once a shortlist of ideas has been made, it is time to build a prototype to test them. It is best to start the testing process with low-fidelity prototypes and to work towards finally using a high-fidelity prototype that is as close to the final version as possible.
4. Based on the results of testing the high-fidelity prototype, you will be able to deliver the TO BE Customer Journey. Depending on what will need to be improved or created, the following deliverables may also be required: