Customer Journey Map Workshop

Think about your customer’s journey in a different light.

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Overview

Friction-free and intuitive is the new normal

Today, your customers no longer rate you against other financial advisers or the banks, but against companies that are masters of customer engagement. Whether they are ordering a pizza or streaming a movie, customers now expect every experience to be user-friendly, friction-free and intuitive.

This simple workshop puts your team in the shoes of your customer’s to understand how they experience your service and business. This includes how customers first become aware of you, and what their ongoing interaction and engagement is like.

As a team, you will identify customer frustrations and pain points, and develop innovative solutions for them to enhance your customer value proposition.

What's in the toolkit

Workshop leader guide: A helpful guide on how to run a smooth workshop, tips to inspire your team and what materials you will need.

Workshop presentation: The primary reference point for the workshop, it outlines and explains all exercises and activities. 

Templates: For the participants to use throughout the workshop – print these prior. 

Pre-reading articles: To help the team get into the right frame of mind for the workshop. 

How it works

This workshop is broken into two parts, which take about three hours each. You can either run them as a day session, or two half-day sessions. All you need is a person to lead the workshop, curious team members, a venue (ideally out of the office), our printed materials, post-it notes, markers and you're ready to go.   


Part A. Investigation (3 hours) 

Step 1: Create a high level customer journey of your business

Step 2: Write down all customer interactions and touchpoints for each stage of their journey 

Step 3: Identify all customer pain points or points of friction along their journey 

Step 4: Select pain points to innovate against 

 

Part B. Innovation (3 hours) 

Step 1: Create lots of ideas to solve the pain points 

Step 2: Vote for the top ideas to refine and develop further 

Step 3: Refine and develop these ideas and present to the group

Getting started

Complete the form below to get your Customer Journey Workshop materials.

 

Too long? Try our beginner 60-minute customer journey workshop instead. 

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Additional resources and tools

Use these tools, workshops and resources to help you explore and uncover different methods for creative problem solving, collaborative team thinking to arrive at innovative, impactful solutions.

Innovation Cards

The Netwealth Innovation Cards is a deck of 35 cards containing bite-sized innovation challenges to help you and your team unleash its inner creative genius.

Download the pack

Prioritisation Matrix Poster

When you have lots of ideas how do you prioritise them? Using this simple tool you can, by plotting them on our 2x2 prioritisation matrix.

Download the poster

Customer Journey Map Workshop

Use this workshop to identify the pain points in your customer’s experience with you and develop innovation solutions to address them.

Download the toolkit

2019 AdviceTech Report

Use this report to benchmark your business’ adoption of technology against other advice practise across twenty-six technologies.

Read the report

Perspectives: What is innovation?

Hear leading advice practice owners discuss their views on what innovation means and the strategies they have implemented in their business.

Watch the videos

Saints or Sinners

Think like Amazon and Netflix and improve your customer experience. Get your team together for 60 minutes to have some fun and identify some quick wins to remove customer friction.

Download the toolkit

AdviceTech Roadmap Workshop

Activities and tools to help you prioritise and develop an AdviceTech roadmap for your business.

Download the toolkit

Removing customer friction guide

This guide explores what customer friction is, how it can occur in the financial advice process and what you can do to help overcome and prevent it.

Download now

 

View all resources

Articles

Recommended reading

 

Why the customer journey is so important

If you are competing against the world’s customer experience experts, then how can you match them? A starting point is to understand the customer journey of your typical advice customer.

Read more

The customer journey is the destination

Get into the heads of your customers by understanding how to map the service you deliver to them from their perspective so you can adapt and stay ahead of the game.

Read more

Do all of your customer interactions count?

Make customer journey mapping part of a bigger, broader innovation strategy, and discover how knowing your customers can not only enrich their experience, but also grow your business.

Read more

We are here to help

If you have suggestions, questions or want to share your experiences, we want to hear from you.

Contact us