Ask Marc – Journey map repositories
Description
In this session we talked about journey map hierarchies, how to connect journeys within departments, and how a repository helps standardize customer centricity activities.
Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-journey-map-repositories
Overview
[05:30 ] Introduction
[14:20 ] How can you establish links and enable traceability between customer and operations / organization metrics using repositories?
[18:10 ] What is a good way to connect all the different journeys within one company?
[20:00 ] How could journey map repositories work for journey maps that cover journeys across all kinds of different government agencies that work independently?
[21:45 ] How do you operationalize this if you are for example a bank?
[27:20 ] What are the biggest barriers for implementing such a method in large organizations and how do I overcome these barriers?
[31:00 ] How can you realign journey mapping activities between departments?
[34:25 ] How do you cope with data security when linking real-time data that we talked about to a repository like this?
[37:10 ] What is a boundary object?
[38:00 ] Is a repository of templates and taxonomy that can standardize journey mapping a good place to start?
[39:00 ] Which government did a journey map from life events that you spoke about earlier? Is it possible to share that information?