Journey mapping

Client: CA ANZ

Brief: Journey map the candidate experience in the CA Program

Project: What it turned into was a service blueprint. As we mapped and learned it became apparent how useful a service blueprint style of mapping as a tool would be to the business.

My role: Interview teams, meet with SMEs find out what the experience really is, rather than what people ‘think it is’ and work with everyone to get it mapped accurately.

• The journey map forms the top part of the service blue print.

• Stage gates across the top of the map - form channels below. Each ‘channel’ below digs deeper into business units/platforms / products and steps within that stage gate a candidate is going through.

• This has became not only a journey map for learning and comprehension across the business but a tool that also maps what platforms/software products are used throughout the customer journey.

• This map has allowed us to kick off projects of analysis into painpoints or opportunities across the journey

• Off shoot maps have provided context for business units to define where communications are happening across the journey.