White Paper

Journey Mapping: Paths to Exceptional Member Experiences

By Beth Stetenfeld

posted 06.28.2016 (o & me)

For credit unions searching for “moments of truth” in the quest toward excellent member service, journey mapping is a highly recommended tool, helping determine how members use the credit union, what members truly want, and how they wish to receive those services. Journey mapping helps credit unions plan, implement, sunset, and adjust various products and services, touchpoints, and other areas of operation.

This white paper shares examples of credit unions using journey mapping to “get into members’ minds” and deliver the experiences they’re seeking. Key concepts include:

  • Understanding journey mapping and its role in member experience
  • Exploring the role journey mapping plays in member experience
  • Taking action and applying the results of the journey map
  • Choosing to outsource or work in-house
  • Garnering support for journey mapping
This resource is only available to members. Please login to download or explore member benefits and join today

 

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