Customer Journey - Whole project thinking

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Customer Journey - Whole project thinking by Mind Map: Customer Journey - Whole project thinking

1. Step1 - mapping the territory (2 months)

1.1. GDPR issues

1.1.1. will frame everything

1.2. Data from NAs

1.3. New programmes info

1.3.1. but not coming until later!

1.3.2. work out our frame?

1.4. Research

1.4.1. RAY databases

1.4.2. SALTO Inclusion Diversity

1.4.3. PEYR (pool of European Youth Researchers)

1.4.4. German research - not participate

1.5. Desk-mapping

1.5.1. Check NAs websites ourselves

1.5.2. What touchpoints are NAs not aware of

1.5.2.1. centralised

1.5.2.1.1. Eur Youth Portal

1.5.2.1.2. EPale

1.5.2.1.3. Eurodesk

1.5.2.2. Insta stories

1.5.2.3. User reviews

1.5.2.4. entry points

1.5.2.4.1. googling in English

1.5.3. What works and what doesn't work

1.5.3.1. trends/hashtags/mapping

1.5.4. empathy / emotion

1.6. INTERNAL

1.6.1. Customer Journey

1.6.2. Automated Marketing

1.6.2.1. social media

1.6.3. Marketing in general

2. Transversal elements

2.1. Centralised vs adapted nationally

2.2. Touchpoints

3. Step 2 - Design of product (ideation) March - April

3.1. All results of mapping, what we know

3.1.1. Customer Journeys

3.1.1.1. 5 steps

3.1.1.2. Personae

3.1.1.3. Touchpoints

3.1.1.3.1. which realistic

3.2. Practical Guide for NAs how to use the tool (Visual and Manual)

3.2.1. How to implement it

3.2.1.1. Use funnels

3.2.1.1.1. logic how to combine touchpoints

3.2.1.2. Automation

3.2.1.2.1. different tools

3.2.1.3. Customised / standarised

3.2.1.3.1. Centralised / national adaptation

3.2.2. NAs to implement and adapt things

3.2.2.1. propose methodology for testing

3.2.2.1.1. observe, draw consequences

3.2.2.1.2. Checking customer behaviour

3.3. Recommendations about Customer Journey approach

3.3.1. Centralised

3.3.1.1. SALTO / Group of NAs

4. Step 4 = delivery, 6 weeks

4.1. Show to client

4.1.1. feedback

4.1.1.1. work on final product

4.2. graphic design

5. Step 3 = prototyping and feedback. 2 weeks

5.1. Testing / Feedback (is it possible?)

5.1.1. Focus groups give opinion?

5.1.1.1. survey/polling

5.1.2. testing?

5.1.2.1. would this approach work

5.1.2.1.1. are the touchpoints relevant?

5.1.3. include target group

6. tools

6.1. surveys

6.2. team meetings

6.2.1. internal

6.2.2. with SALTO + NAs

6.3. apps

6.4. interviews

6.5. desk research

6.6. focus groups?

6.7. visualisations

6.8. facilitation

6.8.1. to create/combine things

7. Alina

7.1. GDPR

7.2. surveys

7.3. target exploration

7.4. customer journey

7.5. automated marketing

7.6. desk research

7.7. 'Keep it real'

8. Marcus

8.1. NOT

8.1.1. GDPR

8.1.2. automation

8.1.3. desk research

8.2. bullet point things

8.2.1. recommendations

8.3. Visualisations

8.4. strategic

8.4.1. touchpoints

8.4.1.1. personae

8.5. surveys and interviews

8.6. workshops

8.6.1. presentations

8.7. product delivery

9. Susie

9.1. NOT

9.1.1. GDPR

9.1.2. automation

9.2. desk research

9.3. surveys, talking to NAS

9.4. interviews

9.4.1. focus groups

9.5. visualisations

9.6. text & logic of information

9.7. facilitation

9.8. calendar managmenet

10. Lorenzo

10.1. research, find information

10.1.1. how things work

10.2. automation

10.3. real people

10.3.1. interviews

10.3.1.1. focus groups

10.4. writing

10.4.1. making things clear

10.4.1.1. targeted/entertaining

10.5. adminstrative relationship