Previously, we modeled a design-based Customer Journey (CJ). Let's have a look at how we can create a table-based Customer Journey by using the SAP Signavio Journey Modeler. In contrary to the design-based CJ in the previous lesson, the table-based CJ maintains information about linked process model, customer emotions and other relevant information directly in the Model. This creates a holistic view of the entire Customer Journey with all the associated information. Furthermore, it is also possible to integrate external data sources, such as data from SAP Signavio Process Intelligence, Google DataStudio, or Tableau.
In the following section we will take a look at the individual elements:Step 1: Define a Persona - Who is the customer?
- Create a persona in the dictionary
- Give your persona a name and add it in the title section.
- Add a more detailed description of your persona.
- Enter the persona's occupation and challenges.
- If you like, you can upload a custom picture to give your customer a "face", which helps to identify yourself better with the customer.
Create a Persona in the Dictionary
- Add personas from the Dictionary
Add a new persona to your Journey by using the search function.
Add Personas from the Dictionary
In a table-based CJ it is not possible to define a visual trigger as we did in the design-based CJ. The description of the trigger can be added to the persona or directly in the description of the CJ.
- Create the first step of your persona
- Use the text panel of the step section to describe what your persona is doing.
- Outline the goals that should be achieved in this step.
- Create more steps: What are the next steps in the journey?
Create the First step of Your Persona
- Use colors
- To distinguish stages, steps, and goals, use different colors to highlight the elements.
- Use colors for backgrounds, individual steps, or outlines.
- Add Images (optional but recommended step).
Images enrich customer journeys and make them more visual appealing to viewers. Steps which are reflected in a well-chosen image can help to emphasize the core topic of such a customer step, for example, 'Decide on the best option' or 'Try out the new product".
- Define touchpoints
- Add a new section for the touchpoints
- Pick a suitable icon to represent the touch point and add a title
- Define touchpoints
- Add a new section for the touchpoints.
- Pick a suitable icon to represent the touchpoint and add a title.
Add the customer's emotion in the sentiment section.
- Place the smiley according to the mood of your customer on the lines.
- The graph is automatically generated if you add more smileys.
The section "Linked Processes" enables you to integrate your business process models from SAP Signavio Process Manager.
- Link your process
- Add a new section to your CJ and select "Linked Processes".
- Pick a step where a process is involved.
- Search for the applicable process with the quick search function.
- Link a specific step of a process
- Choose the process you want to link and select a individual step.
The section "Linked Journeys" enables you to integrate your designed-based customer journeys from SAP Signavio Process Manager.
- Link your customer journey
- Add a new section to your CJ and select "Linked Journeys".
- Pick a step where a customer journey is involved.
- Search for the applicable customer journey with the quick search function.
- Link a specific step of a customer journey.
- Choose the customer journey you want to link and select a individual step.
Link Your Customer Journey
Link Dictionary terms
- Add a touchpoints section and rename if necessary (e.g. pain points).
- By selecting the plus symbol you can search for a Dictionary term via the quick search function.
- If you like, add an icon.
Link Dictionary Terms
- Focus: Everything at a glance in a table based overview
- Limitations: "Path of the journey" straight forward, cannot be "designed" or enriched with company specific elements