Ask Marc – Journey map repositories

Innovating experiences with service design | Smaply podcast

In this session we talked about journey map hierarchies, how to connect journeys within departments, and how a repository helps standardize customer centricity activities.

Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-journey-map-repositories

Overview

[05:30​] Introduction

[14:20​] How can you establish links and enable traceability between customer and operations / organization metrics using repositories?‍

[18:10​] What is a good way to connect all the different journeys within one company?‍

[20:00​] How could journey map repositories work for journey maps that cover journeys across all kinds of different government agencies that work independently?

[21:45​] How do you operationalize this if you are for example a bank?

[27:20​] What are the biggest barriers for implementing such a method in large organizations and how do I overcome these barriers?

[31:00​] How can you realign journey mapping activities between departments?

[34:25​] How do you cope with data security when linking real-time data that we talked about to a repository like this?

[37:10​] What is a boundary object?

[38:00​] Is a repository of templates and taxonomy that can standardize journey mapping a good place to start?

[39:00​] Which government did a journey map from life events that you spoke about earlier? Is it possible to share that information?