ACT II
➜ BUILD:
This chapter outlines the step-by-step process of creating CJMs using the Jobs-to-be-Done methodology and linking them to your business strategy.
Who will benefit
- Customer Experience (CX) Managers, Customer Success Leads
- Marketing Professionals
- Product Managers
- Sales Directors
- Digital Transformation Leaders
- Chief Marketing Officers (CMOs)
- UX & Design Leads
- CJM Experts, CX & UX Specialists and Designers
- Service Designers, Omnichannel specialists
What you’ll learn
- Applying Jobs To Be Done methodology to CJM.
- How to use existing Personas for defining Actors.
- How to use goals for defining Mindsets.
- Turn JTBD into Tasks.
- How to connect Tasks and Flows.
- How to enrich maps with customer experiences and business KPIs.
- How to link to internal business processes and departments.
Preview contents
30 pages – PDF (65 MB)
