Based on Jobs-to-be-done (JTBD), rather than focusing solely on documenting the steps customers are taking, The Jobs-Based Experience Map offers data-driven insights to also interpret what they are trying to accomplish and how they measure success. Represented as a heatmap, this high-def visual model applies a simple, yet powerful scoring method to generate granular insights that tell the story of sentiment, gaps, pain points and unmet needs that signal customer frustration, effort and disloyalty, equipping CX Teams and Journey Owners to take action with confidence.
Automate Critical Journey Mapping Workflows.
See Journeys Differently.
As an extension of your team, all maps are
generated and managed for you.
Export shareable high-def maps to drive alignment
ideation and decision-making.
• Customer Communities
• Focus Groups
• Employees & Partners
• Expert Networks
• Industry Thought Leaders
• Customer Journey Analysis
• Customer Experience Analysis
• Needs-based Segmentation
• Sentiment Analysis
• Jobs-To-Be-Done Analysis
• Digital Touchpoint Analysis
• User Story Analysis
• Customer Relationship Analysis
Ideal for the post-COVID-19 world of remote work, multidisciplinary
collaboration and a more empathetic approach to customers and employees, Digital Jobs-Based Experience Mapping builds on the success of traditional mapping. Reimagined and tech-enabled for today, this capability goes beyond static documentation
to bring clarity, context and a deeper level of insight to the
moments that matter most.These powerful visualizations take the guesswork out of uncovering the hidden patterns and dislocations that are signals for unmet customer needs, effort and disloyalty.
Deeper Storytelling for Targeted Action.
Digital has elevated customer expectations and perceptions of value across journeys. As a result, slide decks, sticky notes and paper-based diagrams won’t be enough to tell the story of customers
and employees. To help CX Teams and Journey Owners navigate this change, Digital Jobs-Based Experience Mapping augments, digitizes and elevates existing journey mapping workflows for today's revenue-critical digital and omni-channel journeys.
Dig deeper to visualize sentiment across
journeys, touchpoints and micro-moments.