CUSTOMER JOURNEY MAPPING - RESEARCH PHASE designthinkersacademy

HIRING &
ONBOARDING
PROCESS STAGES

EMOTIONAL STATUS OF +

-
Explain Emotions

WHAT IS THE PERSONA

TRYING TO DO?

PAIN POINTS
Which obstacles does the persona
encounter?

MOMENTS OF TRUTH
When does the persona shape or
change an impression about the brand?

JOURNEY STAGES

Hardware / ICT / Access

Explicit Information

TOUCHPOINTS
What is the interface of the service with
the persona? People / Community / Social

WHICH DEPARTMENTS
ARE ACTIVE?

RELEVANT REGIONAL
INFORMATION

CUSTOMER INSIGHTS

myKO / Internal Collaboration

Process related ideas

IDEAS & OPPORTUNITIES

Touchpoints
designthinkersacademy

PROCESS STAGES
+

EMOTIONAL STATUS
-
Explain Emotions

CUSTOMERS JOB
PAIN POINTS
MOMENTS OF TRUTH
JOURNEY STAGES
Hardware / ICT / Access

Explicit Information

TOUCHPOINTS
People / Community / Social

DEPARTMENTS
REGIONS
INSIGHTS

myKO

Process related ideas

IDEAS & OPPORTUNITIES

Touchpoints