Client Experience Resource: Customer Journey Map
BY
Shay Namdarian
Customer journey maps are universally seen as an ideal starting point to understand your law firm from your client's perspective.
When used well, journey maps can reveal opportunities for improvement at a specific client touch point, acting as a strategic tool to ensure every interaction with the client is as positive as it can be.
No matter what path you take for your journey map, it is important that each of the following is captured for each client touch point:
- Needs and wants
- Pain points
- Opportunities
Use this template to start mapping the journeys of your clients.
Customer journey maps are universally seen as an ideal starting point to understand your law firm from your client's perspective.
When used well, journey maps can reveal opportunities for improvement at a specific client touch point, acting as a strategic tool to ensure every interaction with the client is as positive as it can be.
No matter what path you take for your journey map, it is important that each of the following is captured for each client touch point:
- Needs and wants
- Pain points
- Opportunities
Use this template to start mapping the journeys of your clients.
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about the author
Shay Namdarian is GM of Customer Strategy at Collective Campus and the author of Stop Talking, Start Making - A Guide to Design Thinking. Shay has over ten years of experience working across a wide range of projects focusing on customer experience and design thinking. He is a regular speaker and facilitator on design thinking and has gained his experience across several consulting firms including Ernst & Young, Capgemini and Accenture. Shay has supported global organisations to embed customer-centric culture, working closely with law firms such as Clifford Chance, Pinsent Masons and ClaytonUtz
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