Share for Success: Using Touchpoint Dashboard to Drive Organizational Change

Editor’s Note:   Several of our clients have asked us to provide more examples of how others use Touchpoint Dashboard to support their customer experience initiatives.  As a result, we’ve launched our “Share for Success” blog series.  We’re pleased to share another insightful use case here.   If you haven’t yet checked out our inaugural post, you’ll want to read how Doctors Without Borders uses Touchpoint Dashboard as a customer communication planning tool

 The Challenge:

 “We’ve created this really insightful journey map, but what do we do next? 

How do we use our map to drive change in our organization?”

At Touchpoint Dashboard, we hear this question a lot.  In fact, we were just talking with one of our clients today, an international media and information firm, about how to use Touchpoint Dashboard maps to drive organizational change.  The questions this client posed prompted this post.  We hope it will answer your similar questions and spark some ideas and exciting change in your organization!

Allow me to set the stage…

As you can see in the screenshot below, an international media and information firm created an elaborate and very effective journey map to visualize their overall customer experience.

 

By integrating customer feedback and operational data into their map, our client was able to clearly identify the pain points in the customer journey and pinpoint internal improvement opportunities.

However, this firm found themselves in a holding pattern not knowing exactly what to do next.  They wanted use Touchpoint Dashboard to bridge the trouble spots their map identified with the active project management phase of going out and “fixing stuff” and managing those changes.

The Solution:

We presented our client with a few options for bridging their map and project management activities.

 STEP 1:  Analyze & Prioritize

The client’s map identified seven touchpoints that needed attention.  The next step is prioritizing the order in which to address them.  A good way to do this is to create a new map view of the problem touchpoints to further isolate and classify them by:

  • Time to fix
  • Resources needed to fix
  • Impact

That map view looks like this:

TRcostvstime

 

As you can see on the map, one of the touchpoints stood out as a low cost/quick fix time/high impact item.  When it comes to project management and prioritizing, it makes sense to start there.

STEP 2:  Import a Report Into Your Project Management System

This step will vary depending on whether or not your company already uses a formal project management system (i.e. Microsoft Project, etc.) to manage change and projects.   If you do, read on.  If not, skip to step 3.

For those of you who have a project management framework, you would simply export this prioritized project view of your map into a report and save it as a .csv file.  From there, you can import the file into your organization’s project management system.

The following screenshot shows a sample report:

TRReport

 

STEP 3:  Create a Project Status View in Touchpoint Dashboard

For those of you who don’t use a formal project management system, as was the case with our client we’ve been referring to, Touchpoint Dashboard can be used to help you manage and track your projects and progress.

To do this, you could quickly create a map view like the one shown below to identify the project status, owner and priority (when you click on each individual touchpoint, you can open it to view additional details such as cost, time to fix, supporting documents, etc.).

TRstatusbyowner

 

One of the great things about Touchpoint Dashboard is that you can share your maps and continuously collaborate with your teams.  So, if you’re using your map in a project management capacity, that’s a great feature and solid way to keep projects moving along and ensure everyone’s on the same page.

We hope this post helps you to have a more solid understanding of how you can bridge your Touchpoint Dashboard map with your project management activities.  If you’re looking for more ideas on how to get extra mileage out of your map, check out this post.

Share for Success…

In the spirit of helping everyone succeed, we hope you’ll consider allowing us to share your Touchpoint Dashboard use case in a future “Share for Success” post.  We can remove all of your brand-related information if necessary to make it anonymous, as we did with this case.  If you’re interested in participating, please send us a note at custserv@touchpointdashboard.com .

If you have questions about the Touchpoint Dashboard journey mapping platform, or would to try it for free for 15 days, please contact us.

 

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