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MODEL & DECIDER

Route client

Identify bottlenecks and bounce points throughout the key stages of your service

OBJECTIVES

Challenge the key steps of your customer journey, putting yourself in their place. Identify bottlenecks, such as opportunities.

BEFORE THE WORKSHOP

  • Define the key steps of the process and/or service to which the customer journey
  • Set up working groups (each group is made up of several different profiles: commercial, technical, creative, support,...) - Form an even number of groups - Identify one rapporteur per group.

KEY STEPS OF THE WORKSHOP

  • Each participant is invited to weigh individually and spontaneously, from his point of view, for each key step, the commercial rebound points as well as the blocking points.
  • Each working group is invited to put itself in the customers' shoes and to propose collectively for each key step a question such as a customer would formulate it.
  • Each work group retrieves the customer journey of another work group and argues for each key step, a reasoned response from the perspective of the profession.
  • Each group identifies opportunities and ways to improve the customer experience.
Requirements
Validated key steps
Results
Poster Customer journey
Initiative cards
Stakeholders
2 speakers 50A
Participants
From 4 to 12 people organized in even groups
Duration
3H
Materials
Poster Customer path
Post-it + Felts
Tracking in 2 colors
See the case study

Our methodology

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75011 Paris
contact@50a.fr
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