Compiling a Journey Map Road Map That Sparks Action
Unearthing Donor and Survivor VoC
We conducted in-depth interviews with corporate partners, donors, and survivors to understand their needs, wants, and behaviors. After compiling data, we analyzed each stakeholder’s interactions with our client’s organization. From there, our team was able to identify critical interactions throughout the journey and pin down the most impactful engagements.
Inspiring New Support Initiatives
With our VoC in hand, the client was able to design a patient care kit. This VoC-inspired resource follows recommendations within the journey map road map and is built to address survivor needs. These packages help connect survivors and their families to support and include:
- Supportive resources: These resources are designed to improve survivors’ experiences and include a special edition of Burn Support Magazine. These support materials lay out a full road map describing life outside the hospital. They also include inspiring stories to uplift survivors and encourage donors.
- Community-building information: This includes information to connect survivors and their families to services as well as to the broader community.
- Corporate partners’ materials and wound care samples: These resources help survivors find and interact with our client’s corporate partners.
Mapping Out Ongoing CX Improvements
We used research and VoC insights to lay out a full journey map road map. The strategy details a plan to continuously improve community engagement through both digital and in-person touchpoints. It also lays out a strategy to deliver ongoing support for survivors, draw in more donors, and continue to nurture all of our client’s community.
Results Achieved
We delivered a full-scale journey map road map, including a VoC breakdown with detailed personas for business partners and corporate donors. With our VoC as a guide, our client launched their care kits across 90 burn centers and later opened a nationwide web opt-in program.
We Speak Customer
It’s a language we know very well. We’re Andrew Reise, a recognized global thought leader that specializes in improving both sides of the company/customer relationship. Our unique approach consists of our own methodology and a group of distinctly selected consultants who are all veterans in customer experience. Our process is proven, and our people boast a “do it all” no-nonsense approach and are empowered to do the right thing—even if that means going above and beyond the original scope of work.
