Journey Mapping: Get started in five steps

Want to identify your service pain points, boost collaboration between departments, and ultimately improve the member experience?

Try “journey mapping,” a panel of credit union leaders advised at the co-located CUNA Technology Council and CUNA Operations & Member Experience Council Conferences in Phoenix.

Journey mapping “is an engaging, collaborative process used to map out a particular experience from the member’s point of view.” It involves identifying pain points and designing new processes to create a seamless member experience.

“Journey mapping is a great way to keep the discussion of the member experience at the forefront of the organization and to build consensus across the organization,” says Norm Buchanan, vice president, member experience, for Alliant Credit Union in Chicago.


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