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use cases

Customer Journey Mapping

  • by DEVK (Germany)

Objectives

  • Build a shared understanding of the customer’s real experience across touchpoints.
  • Identify pain points and positive moments along the journey.
  • Create a basis for cross functional improvements in processes, communication and service.

Progress status

Under development
  • Initial journeys created
  • Multiple product lines mapped.
  • Ongoing refinement and expansion

Work team

  • Developed in house
  • Project Management: Market & customer Research Dept
  • External partner/team: Cross functional teams

Work carried out to date

  • Workshops with many internal stakeholders.
  • Mapping of customer journeys
  • Visual documentation created and shared internally.
  • Identification of strengths and weaknesses along the journey.

First Results & Lessons learnt

  • Broad alignment on how customers actually experience processes.
  • Clear visibility of pain points and handover gaps

Difficulties encountered & Remainng Challenges

  • Embedding journey thinking across the entire organisation.
  • Ensuring continuous updates, not a one-time exercise.
  • Tracking pain points with consistent me

Interested? Hear more about DEVK’s approach during Workshop 2 session n°2