In this workshop, Marc introduces Journey Map Ops, a system of digital journey maps and respective coordinators who are in charge of tracking pain points, KPIs, and projects impacting CX/EX. This can help you identify overlaps and contradictions between running and planned projects. You'll receive hands-on tips on how to set this up in your organization or in your client's organization based on a repository of linked journey maps.
Journey Map Ops builds on a hierarchy of linked digital journey maps and a governing system of journey map coordinators who are in charge of tracking projects impacting CX/EX. In this packed two-hour workshop, you'll experience a combination of presentation, hands-on work in small groups, as well as discussions in small groups and plenary. You'll walk away with a concept on how to use journey maps as a customer-centric management tool for agile organizations that will help you to scale service design and customer-centricity in your organization. You'll learn how to set up Journey Map Ops step-by-step and receive access to an example organisation in the journey mapping software Smaply that you can use as a template for your own repository.