What is the best customer experience design tool?
I even don’t know if there is any such tool that is considered best!
I also need to quality the question first before answering it. What do you mean by “Tool”? Is it a software tool or a technique such as a ‘process mapping technique’. I’m going to answer this question by considering the latter perspective.
From my experience, I would consider Customer Journey Mapping to be the single most effective tool to design and improve your CX.
Consider the following points to appreciate why I believe so:
- Every service or product involves your customer going through a series of steps before he/she makes the purchase and then few more steps to start using it
- We as owners of the product or service, design it from our perspective, which revolves around efficiency, risk reduction, etc. Customers go through the process from a completely different perspective. Customer Journey Map is a tool to visual that journey from customer’s perspective and tweak it enough so that the customer’s life is simpler, which just means the CX is getting better!
- Customer Journey Mapping enables you to visualize how you want it to be rather than how it is.
- It brings out the Levers and Barriers in the journey for a customer and how that can be improved
- Its simple and enables you to demonstrate creativity
- You can involve the customer and co-create!
To sum up, I would say with confidence that Customer Journey Mapping is the best CX Tool that I think every organization should consider!
