Journey Mapping – An Introduction
As your business evolves, have you ever considered why it operates in the way that it does? Do processes and procedures evolve with new technologies – or are there stringent controls in place which are holding you back from automation or optimizations across your interactions, workforce and workflows? As an integral part of migrations towards Cloud services (SaaS, IaaS, PaaS, etc.), a “best practice” is to look at those aspects, allowing you to build your new enterprise platforms and solutions in the most efficient way possible. Journey Mapping can be a bit of a minefield, if you’re not sure what you are looking for. Here’s a quick overview to help you through the process;
Customer Journey Mapping:
For any enterprise with consumer-facing communications or interactions, it is important to know where your touchpoints are – and how efficiently they serve your customer base. From initial contact – through web portals, social media, voice channels, letters, in person/in store – through the services, products and consumer aspects – on to what might be considered the “end of the customer journey” – and then beyond to quality assurance, customer satisfaction surveys, customer feedback, etc. – the path is very, very, long. Mapping each channel – and the crossovers – is a good start. From there, you can determine where those customer journeys interact with your workforce, workflows, technologies and data stacks. Once you have that overview, you can begin to look at optimization and automation.
Workforce Journey Mapping:
Resources within a workforce have many facets, skills, traits and responsibilities. It is not important to know every aspect of every resource – but it is important to know how those aspects affect your enterprise or business. For example; the availability of a skill – or language – is important to quantify, to ensure there is sufficient coverage for those skills at the right time. Combining the Customer Journey with your Workforce Journey gives you an excellent viewpoint on where any strengths and weaknesses are. It also moves you towards potential automation of repeat processes, where possible – providing optimizations along the way.
Workflow Journey Mapping:
“Work” is a very subjective element within an enterprise or business. It may be an interaction – an account – a product – a service – or simply production itself. There are many forms of workflow journey mapping which are intended to assess, quantify, optimize and qualify the quality of outputs. Consideration must focus on the business “bottom line” – is the effort/cost required to perform the actions to turn business comparable to the profit margins identified? Can optimizations be deployed – and are there any economies of scale that can be applied by combining workflows or services?
Data Journey Mapping:
A more prevalent area for Cloud services is the migration of data flows, storage – and optimization. Where previously your data may have been managed out of a Data Center (- or 2 – possibly with Disaster Recovery, Business Continuity, etc.) – the “brave new world” of Cloud storage means taking a second look. There is a scalability unrivaled through Cloud storage – but that scalability comes at a cost. Make sure you look very closely at the options available to you – and the intrinsic costs of scale, security, duplication, accessibility – and optimization through converging data storage and data sources.
JODO Cloud supports the migration of legacy and on-premise processes and journeys in the Cloud – why not let us show you how and book a demonstration today – because #NowYouCan!
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