Customer Journey Mapping Toolkit

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Idea Couture Workshop-A New Way of Looking at Consumers
Idea Couture provides worksheets for health plan members to use in defining customer needs and developing solutions. This workshop was held at the Member Experience Value Visit held in San Diego September 12-14, 2018. Workshop activity output is included in the document.


Recording: Journey Mapping 2.0
Laure Plitt of Johns Hopkins Healthcare kicks off the member discussion about various forms and methods of journey mapping they've been doing in the past two years. Then members engage about their experiences.


Workshop Journey Map
Materials used at the Customer Experience workshop with Red Privet.


Audio: Red Privet Workshop
Red Privet will lead participants through educational and experiential exercises that have proven successful for their clients in getting started on creating a customer-focused experience


Presentation: Case Study - A Strategy in the Making - The Journey to an Improved Member Experience
Geisinger Health Plan and their partners at Red Privet describe an intensive research and strategy project to improve their member experience including an understanding of member wants, needs, and satisfaction.


Presentation: Delivering The Ultimate Customer Experience At Every Touch Point
Steve Pappas with Panviva discusses a process for mapping your customers' experiences to identify touch points and opportunities to improve engagement with our members. Two worksheets are included.