9 Steps to Create Future State Journey Maps

Future state journey maps are a tool used to document the vision you want your organization to move toward during your digital transformation process—a “North Star” ambition of the way the future customer should experience your brand through all the stages of your journey lifecycle, from awareness to shopping to purchase and beyond. This new vision for your customer experience is designed to generate customer love and, subsequently, business success. While current state journey mapping is all about documenting things as they are today, when mapping the future state journey, you’re creating 5-10 primary stories that represent the key customer experiences. In other words, you have a chance to be a novelist and write the story of your customer’s journey the way you believe it should be.

But how do you start producing this deliverable? These steps outline the process, as there’s much to do before you can start putting together the actual future state journey map. From bringing together the right people to aligning on the desired outcomes to conducting effective ideation, there’s lots of legwork that’s essential to getting transformation right.

To learn how to conduct effective future state journey mapping, check out the new book Winning Digital Customers by Howard Tiersky. In addition to explaining these 9 steps in detail, the book provides a proven, 5-step methodology for digitally transforming your organization. Go to WinningDigitalCustomers.com to buy the book today!