Are you familiar with member journey mapping? It’s one of the hottest topics I encounter in my work with credit unions throughout North America. Member journey mapping is metaphorically putting yourself in your members’ shoes and walking through typical interactions with your organization. Along the way, you’ll observe what’s working and what isn’t. The goal is to improve the experience however, whenever and wherever a member engages with you.For a process that yields big rewards, it’s amazingly easy to implement. Here’s a simplified framework:Pull together a handful of people from across your organization (a.k.a. “subject matter experts”) who bring relevant experience to the table.Supply them with big paper, markers and sticky notes.Give them an assignment to walk through every step of the current approach to the top three to five member experiences that matter most (e.g., account opening, a loan application and problem resolution). continue reading » 3SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr
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