<aside> 🤎 In this customer service map we will put ourselves in the consumers’ shoes and try to map out all the touchpoints where our brand can be in front of them and how we can make it the best experience for the client and encourage them to get to know and love our brand. Once this has been mapped out we can use it to inform our choices in a future lesson about Process Flows.

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Here is a basic guide on creating a Customer Journey Map for an Interior Designer.

1. What is a Customer Journey Map? A Customer Journey Map is a visual representation of the process that a customer goes through to achieve a goal with your business. In this case, the goal would likely be to redesign a space. It's used to understand and address customer needs and pain points.
2. Touchpoints to Record: Touchpoints are interactions between the customer and you/your business. They might include:

• Discovery: When and how the customer first learns about your business (website, social media, word of mouth, etc.)
• Initial Contact: Their first interaction with your business (call, email, or store visit).
• Consultation: Initial meeting to discuss project details, where you might show them samples and provide a quote.
• Design Presentation: When you present your design ideas.
• Implementation: When you're actually executing the design.
• Post-Project: Handover/Follow-ups or reviews after project completion.

1. How to Create a Customer Journey Map:

• Step 1: Define Personas: Personas are generalised representations of your typical customers. This might include things like their demographics, psychographics their motivations, and their needs. (Use AI for this)
• Step 2: Identify Touchpoints: List out all possible points of contact a customer might have with your business.
• Step 3: Customer Goals: Identify what the customer's goals are at each touchpoint. What are they trying to achieve?
• Step 4: Document the Current State: Map out the current customer journey using the touchpoints you've identified. What does the process currently look like?
• Step 5: Identify Pain Points: Look at each touchpoint and identify where customers may be getting frustrated or experiencing difficulties. Is there too many? Not enough? Is something not necessary?
• Step 6: Ideate and Propose Solutions: Think about how you might be able to address the pain points you've identified.
• Step 7: Future State Map: Document what the improved customer journey might look like after implementing your proposed solutions.

Remember, the customer journey map is a living document. It should be updated regularly to reflect changes in your customer's needs and expectations, or when you introduce new touchpoints or services. Review this at least twice a year.