To formulate effective innovation strategies, people have come up with various techniques to structure their brainstorming sessions. Something these brainstorming sessions consistently have in common is their focus on customer experience. In order to effectively audit and improve customer experience, a commonly used template is the experience map. While this structure is helpful for improving user experience, there are many other important experience map applications that we can use. In this article, we will outline some of these experience map applications and discuss why they are so helpful.
Experience Map Overview
An experience map is defined as “… a tracking board that shows what customers are thinking about a brand or product and highlights the company’s reputation in the eyes of its clients.” It can be represented in several ways, from sticky notes to mapping software programs. It is used to curate insights into a customer journey starting from the beginning and ending to the phase of evaluation and purchase.
Experience Map Applications
There are multiple experience map applications where these templates played a vital role in creating a better consumer/product interaction journey. However, in this article, we have discussed some of the primary applications of an experience map.
When Brands want to adopt a Customer-Oriented Approach
One of the selling features of experience mapping is its customer-oriented approach. If your company is looking to emphasize a customer-oriented approach, experience mapping will be the right thing for you.
Experience maps focus on an aggregate user experience, allowing you to create specific phases that represent stages in their collective journey. This helps create empathy for the users and is an important step in building a customer-oriented strategy.
Auditing Customer Experience
In this scenario, you will likely be interested in stepping inside your consumer’s shoes and impacting their experience with your brand or product. You can explicitly visualize the situation with experience mapping and plan activities that directly or indirectly influence consumers’ experience.
Using an experience map to audit their journey and find improvement methods is one of the most important experience map applications and is likely a reason your team would utilize this template.
Addressing Customer Pain Points
If you struggle to understand what your consumers expect from you, utilize an experience map and analyze the complete journey to uncover your consumer’s emotions. Depicting specific phases in the customer journey is an effective strategy to discover how they struggle. After learning this information, you can easily target the troublesome stages to create a more positive experience.
Integrating collaboration is easy when using an experience map. You can add multiple people to the board so they can all access the information and contribute in their own unique way. Integrating multiple perspectives on the board is imporatnt to ensure that a given experience is seen from all possible angles and analyzed by multiple people. This gives you the best chance at successfully determining that the correct course of action is in any given scenario.
In Promoting a Customer-Centric Culture
Consumer orientation in outgoing business strategy is important, but experience maps also allow you to prioritize the customer in internal operations. The entire purpose of an experience map is to learn how the customers are feeling and maximize their satisfaction with their interactions. Experience mapping helps build this mentality into internal operations by including multiple people in each activity and emphasizing the importance of customer satisfaction in internal operations.
For Launching or Introducing a New Product
An experience map is helpful for businesses when they want to launch or introduce a new product into the market. Many companies analyze market conditions, rates, and consumer opinions. All of these factors can be integrated into an experience map easily to analyze customer interactions. This helps people in understanding what the public is ready for and what you should not consider so that you can plan accordingly.
These experience map applications can be applicable in many different scenarios and obtain positive results when creating a customer-centric product. If you liked this article, stay tuned to Fresco to learn more about experience maps and their various advantages.