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CX AUDITWORKSHOP

© 2015 D

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This is an innovation workshop conducted with customer or stakeholders in the form of a journey.

The audit to be conducted at any given stage of the product journey to validate the business needs,

thought processes, influences, touchpoints, user needs with intended goals.

Target the overlaps between stages of the customer journey to drive engagement and enable

transition the customer.

Additionally it helps:

● to understand, analyse and diagnose experiences.

● to identify problems, possible opportunities and setting of priorities.

● customer/ stakeholder to have a clear understanding of experience.

WHAT IS THIS?

CX AUDIT WORKSHOP

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Pre-requisites for the session:

● Inform the potential participants for

the purpose.

● Preferably block their calendars.

● Schedule a workshop with them, at their

location. This will enable full attendance.

● Invite the stakeholders invested in this

project. No more than 7.

PLANNING THE CX AUDIT | 1-2 hours

CX AUDIT WORKSHOP

● Print the Customer Journey poster in

actual size.

● For the workshop, bring post-its (3

colors/3x3), voting circular stickers/dots

and felt tip fine point markers.

● You will need ~2 hours, meeting room,

and wall to put the customer

journey poster.

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CX AUDIT POSTER

CX AUDIT WORKSHOP

Y1

Y2

Y3

X

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Use this process to formulate an experience journey understanding and path towards the goal:

CX AUDIT

CX AUDIT WORKSHOP

Awareness Consideration Purchase On Boarding Project Engagement Results Renew

Customer Goals

Engagement Experience

Business Goals

Y1; X1

Y2; X1

Y3; X1

Y1; X2

Y2; X2

Y3; X2

Y1; X3

Y2; X3

Y3; X3

Y1; X4

Y2; X4

Y3; X4

Y1; X5

Y2; X5

Y3; X5

Y1; X6

Y2; X6

Y3; X6

Y1; X7

Y2; X7

Y3; X7

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● Start with Y1 in X1, followed with Y2

and Y3 in X1. One at a time.

● Use different color post-its for Y1,

Y2 and Y3.

● Go through Y1 (Customer Goals), Y2

(Engagement Experience) and Y3

(Business Goals) with X’s in a flow.

● The lead facilitator can briefly talk

about Xs at each level. This will optimize

the workshop.

RUNNING THE CX AUDIT | 1-2 hours

CX AUDIT WORKSHOP

● Everybody writes their thought / belief

on a post-it, reads aloud, and puts it in

the space.

● Encourage participants to add

post-it, despite of duplication of

other’s thoughts.

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RUNNING THE CX AUDIT | 1-2 hours

CX AUDIT WORKSHOP

On completion of all Xs:

● Have the group vote (using dots) for the

strongest points under customer goals,

engagement experience or business

goal which needs attention across 7

stages (10 mins).

● Have each individual do design thinking

and propose a solution / recommend an

idea for the point which received

maximum votes (5mins).

● Take photos of everything and capture

the attention requiring areas as a key

part of the workshop.

● Mention the next action.

● Thank and applaud the participants.

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● Create a visualization of CX audit.

● Highlight the gaps / innovation possibilities / improvement areas

with recommendations.

● Share with customer / participants in form of soft copy. If possible,

walk them through.

● DMI sales contact or AM to follow up and look for future possibilities.

DELIVERABLE POST CX AUDIT

CX AUDIT WORKSHOP

© 2015 D

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CX AUDIT POSTER

CX AUDIT WORKSHOP