For many companies getting their employees to understand the journey of individual customers is a key to success, but the more global a company becomes, the more challenging it is. To do this for Concur we created an interactive tool to illustrate a typical customer journey from initiation to support in a way that is understandable to any employee.
First, we designed this tool to be easily viewable in work environments – we put it up on the wall in the form of giant maps. After a period of time for feedback, this ultimately transformed into an interactive guide — to illustrate a typical customer journey and highlight all the ways it could be smoother. The interactive tool allows employees to see where problems arise in the customer journey so they can work together to address them.