Start w Journey vs Value Stream Mapping

Value Stream Mapping is a process most consider an exercise for finding and removing waste. It is a foundational Lean Tool that typically gets introduced early in a Lean Transformation. A Systems2win Excel template is depicted below:

In Sales and Marketing you will utilize a Value Stream Mapping process on a project by project basis but it is typically limited to an internal process. It is a difficult correlation for customer facing experiences. The preferred method of mapping the customer experience is through a journey map. I prefer two styles, one a basic Excel Template that is very similar to a typical Swim Lane chart commonly used in Lean.

From Smart Cities – A guide to using Customer Journey Mapping

Another is circular method demonstrated by the Lego Wheel. Lego uses tool called a ‘customer experience wheel’ to map an existing experience. “We understand what is and what is not important to the customer in that experience and then we design a ‘wow’ experience to improve it.” Though I like the wheel better I have not found a program that could make it easy for me to draw and distribute.

The advantage of creating this map utilizing the Excel template is that you can easily add notes and drill down further down into a process by adding columns and rows. Drawing in Excel is rather easy once you understand how, Become Proficient Drawing with Excel in 30 minutes!and remember you can do MATH, CHARTS and everything else you already know about Excel. If you want more information on how to create a journey map below is an excellent slide show describing the process. If you want to learn more about Value stream Mapping, drawing in Excel or Swim Lanes, I would recommend downloading the trail templates at Systems2win.com.

The Journey Mapping Guidance Cabinet Office[1]

View more presentations from Gerald Power

A good post on discussing some of the pros and cons of different types of Journey Maps can be found at Visualizing the customer experience using customer experience journey maps. You may also want to consider viewing the Lean Marketing Game presentation. It is based on extending the journey map through out your organization.

Related Information:
Continuous Improvement Sales and Marketing Toolset
Designing for Growth: A Design Thinking Toolkit for Managers (Columbia Business School Publishing)
Can Service Design increase Customer demand?

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