Favorite Maps

A reason why this One Touchpoint Map works well is because of the energy poured into a single moment.  If done correctly, the return on investment (ROI) will be worth the energy used.  We recommend this your most important touchpoints.  

The above example is using feedback you have acquired to understand the approach - avoid actions of your customers.  The map can be done as a photo of your current approach - avoid actions and sentiment.  It can also be designed with an approach perspective of what you want at that particular touchpoint.  

The example above is how it can be used for a healthcare facility.  As an example, here is a Mission Statement:

 “To improve the health and well-being of every person we serve through compassion, innovation, and excellence in care.” 

We used Compassion as our word in the map above.  You can build another using the other words of the mission statement:

Improve Health and Well-Being

Innovation

Excellence in Care

Additional Options:

In the example above, we started this map from a design standpoint.  We want Compassion as a dominant feeling at all Touchpoints.  There are items to help this happen (Approach - Green) and items will harm our Mission Statement (Avoid - Red).

A map can be made with a snapshot of the current atmosphere "AS IS".  Then, a team meeting can occur to do this Design way that is shown above.

You can also do an Employee Experience side to make sure these words flourish within your organization culture.  

Lastly, you can have a Touchpoint Run Map that has both patient and employee perspectives on touchpoints to increase the likelihood of achieving your mission statement.

The advantage of a Touchpoint Run Map is the focus on a particular word or phrase and taking the energy to go through the most important inputs a customer will have with your organization. The key is focused energy.  When energy is scattered and not focused, performance lags.

These maps can be focused on specific or multiple areas.  Protecting your organization from quick change and risk is vital to being able to adapt and thrive.  The above is just one example.  There are so many different ways you can go with these important maps.  

Don't let change and risk take you be surprise.  Be proactive and predictive versus chasing change and risk and constantly putting out fires.  The competition is too strong to be in that vulnerable position.