Читать книгу Orchestrating Experiences - Chris Risdon - Страница 52

You can now begin populating your matrix. First, review the definition of a touchpoint again and ask for a few examples. Then instruct participants to write down individually, one per sticky note, as many existing touchpoints as possible and then place them on the canvas in the channel and stage in which they belong. For the best results, follow these simple guidelines:

• Timebox the activity at 15 to 20 minutes.

• Have people start with what they know. They may own a specific channel or stage of the customer journey. Encourage them to spend the most time on where they have the most knowledge.

• Some touchpoints may appear in more than one stage, so ask participants to add multiple sticky notes for those touchpoints.

• Group people together who have similar knowledge. By working together, they should be able to generate a good inventory while reducing duplicates or differences in language.

• Watch out for groups that get stuck on what to call things or what stages that touchpoints go in. Remind them this is a first pass and that you will refine everything in the next step.