When forming meaningful relationships with people, whether it’s through work, healthcare or school, gaps of engagement form. You may not remember how your boss told you to handle a situation during your first week of work or what next steps to take during a new customer onboarding; or your doctor isn’t able to track your progress outside of appointments with other patients. Employers simply don’t have a great way to “uberize” their employee journey or customer experience as each journey is very specific. The tasks, activities and knowledge and know-how needed is specific to every person and unique to every situation.
These types of situations are universal and simple to fix. When employers and industries allow for easier communication and information acquisition, people are well-equipped and knowledgeable about next steps or a path forward. With employees, this makes their onboarding process much easier; with clients, it creates an easier customer experience; and with doctors, it creates easier feedback and follow up of patient between appointments.
Getting Started: Build A Framework
One way to start this process is to build a framework. For some organizations who have taken the time to plan out consumer journeys, creating an employee journey to really understand when the employee or customer experience has been mapped out. The JourneyLabs™ journey management platform does just that. Organizations can take processes that they use on a daily basis and make them into interactive and efficient journeys. Building these journeys can be a challenge, but by using a framework to guide or map your solution, it can be much more manageable.
Identifying Measurable Outcomes
The first step in creating a journey is to pinpoint the job that needs to be accomplished. Creating a job statement must state the task, activity or goal you want the customer, employee, or to get done. Once you have that, you can work downstream to create the framework to fulfill your goal. Think of it like an umbrella; the job is the canopy part and everything else stems from there. After you outline the job, you have to come up with at least one desired outcome statement. Desired outcome statements can relate to the main job that the journey is focusing on. They can also be secondary outcomes or results. Building successful frameworks also identifies what outcomes would be measured for success. These metrics can be measured to indicate how well the task is completed. This makes it easier to inform success of a program, outreach initiatives or satisfaction measures for a customer, employee or patient experience.
Using a standardized process can help you meet all of the needs for your customers while cutting out useless ideas that aid in failure of innovation. All companies can agree that the overarching goal of businesses is to serve the customer. Here at JourneyLabs, we strive to make the experience for our partners and customers the best it can be. By giving them a step by step plan to build journeys, we are our clients and partners create the best product possible.
JourneyLabs is an innovative technology company founded by former Symantec business and development executives to give organizations the ability to drive customer engagement influenced by real-time customer insights through a transformative technology platform and intelligent Journey design. Our proprietary cloud and mobile platform optimizes enhanced information collection to enable responsive action, as well as long-term relationship analytics. Click for more information about JourneyLabs, or to test drive a demo of the JourneyLabs Platform.