To effectively improve Customer Experience in your organisation across different Customer Journeys, and therefore across different Milkymaps, creating uniform maps can help. By comparing different Milkymaps, you can gain additional insights.
Gaining Insights by Comparing Milkymaps
Once users in your organisation or team start creating Milkymaps, you can gain a lot of insights by comparing different maps. A few different comparisons that can be helpful to analyze your Customer Experience:
Comparing the Current and Future state Milkymap for a particular Customer Journey
Comparing the experience different Customer Segments have across the same Customer Journeys
Comparing across different Dimensions (Brands, Countries, Customer Segments & Products)
Creating Templates for your Organisation or Team
As a user, you can encourage the creation of uniform Milkymaps across your team by creating Templates. You can create Templates in the Milkymap platform by:
Creating a new Milkymap, find out more about how to do this here.
Add all the Widgets, Episode Lanes, Touchpoint Lanes etc., but leave them empty where possible or fill them with sample content if empty fields are not an option.
Export & send or share this Template Milkymap with other users, providing it with a clear name that labels it as a Template. You can also publish the Template under ‘Our Milkymaps’ for others to duplicate and use.
In this Template, users can find all fields which you’d consider ‘mandatory / required’ for creating a complete map. They just need to add content to the existing fields.
Creating Demo Maps
In order to encourage uniformity, you can provide users with your organisation or team with an example by providing them with a Demo Map. Make sure to label this demo clearly, so users recognize it as the example they ought to be using. Share this Demo Map by using the Share function, by Exporting it or by Publishing it under ‘Our Milkymaps’
Way of Working Document
Another way of encouraging a standardized way of creating Milkymaps is by creating a Way of Working Document. This document is a great addition to either (or both) templates and demo Milkymaps. You can specify the use of certain features, such as a standardized list of Icons and their meaning, the number of Touchpoints an Episode should contain, or company colors and images and where to incorporate them into Milkymaps.