Suppose you have this complex customer journey where each stage is a whole customer journey map itself. How do you map it? Making a single map 50 feet long is not acceptable as the map will go through several departments once printed. Keeping it digital is far from being convenient too.
The solution would be to create a Master map – a zoomed out, high-level version of the journey where each stage leads to a separate map that describes this stage in detail.
For that, all you need to do is create a project which will contain the Master map and all the secondary maps (aka the stage maps):
Suppose you are mapping a customer journey of a coffee shop, and it has 9 stages — Aware, Search, Way to coffee, Order, Wait, Drink, Bonus program, Leave, and Feedback. In this case, you can group these stages the following way:
- Stages 1-3 under the Investigation stage map;
- Stages 4-6 under the Process stage map;
- Stages 7-9 under the Feedback stage map.
Thus, you will end up with three three-stage maps, which you will then need to link to the Master map. How do you do it?
Easy. To link them together, you can add URL links leading to all the secondary maps inside some section of the Master map. Type in some text like the name of the secondary map. Or take it a few steps further by making screenshots of secondary maps in PNG and adding them instead of text!
To add a link to an image, click on the image, then click on the “Insert link” button and paste the URL of a stage map.
You’ll end up with a nice looking preview of a dependent map! Click it, and you will see some options one of which will allow you to open the secondary map in a new window.
Now you have a structure that is a lot easier to handle and present.
You can also open one of the maps in the Presentation mode and easily switch between them there:
And that is how you tame your wild CJMs, folks!😎