Description
These journey maps illustrate the steps and time for an AICD customer to become a full-time member. The journey maps include both service design and process steps a user undertakes before, during and after a CDC course. The problems we were trying to understand and solve are the time gaps between various steps, the teams responsible for the engagement, the type of engagement and the various tools that process data and present data (print, email and web).
The goal was to create a seamless and time-based user interaction journey without long time gaps and with a consistent delivery process.
The result is an end-to-end journey map that was showcased to the various teams allowing each team lead to better understand their team’s impact on the member.
