🎄 Advent Calendar: Day 15 — Exploring CJM and Luhansk Region with Valeriia Havrylenko

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Welcome to Day 15 of our Advent Calendar series! Today, we’re visiting the Luhansk Region, a place full of unique beauty and resilience. We’ll be guided by none other than Valeriia Havrylenko, as we explore the importance of creating effective Customer Journey Maps in Jira and celebrate the rich traditions and culture of Luhansk. Despite challenges, the people of Luhansk continue to uphold the region's heritage while looking to the future.

Let’s dive into the magic! 🎁✨

Did you know? Luhansk is home to fascinating historical and cultural sites, including the Park-Museum of Stone Women and a collection of anthropomorphic sculptures at Luhansk National University. These ancient monuments, some dating back to the 11th-13th centuries, offer a glimpse into the region’s deep historical roots.

Topic of the Day: Creating Customer Journey Maps in Jira

⚡ What is Customer Journey Mapping (CJM)?
Customer journey mapping (CJM) is the process of visualizing and understanding the complete experience that a customer has with a company, product, or service. It tracks every touchpoint where a customer interacts with your business and maps their emotions, actions, and needs at each stage. By creating these maps, businesses can identify pain points, enhance the customer experience, and better align their strategies to meet customer expectations.       

                 

Why is CJM Important?
CJM helps businesses:

• Visualize the Customer Experience: Understand the customer’s perspective by tracking their journey and uncovering areas of frustration and success.
• Improve Retention: By optimizing the customer journey, businesses can increase satisfaction and reduce churn.
• Enhance Product Development: Insights from CJM help in creating products or services that directly address customer needs.
• Increase Revenue: A better customer experience leads to higher loyalty, repeat purchases, and increased customer lifetime value.

⚡ How to Create Customer Journey Maps in Jira
Now that we understand the importance of CJM, let’s explore how you can use Jira to create customer journey maps.

Steps to Create Customer Journey Maps in Jira:

1. Identify Your Customer
   Start by selecting a customer persona, which is a representation of a specific segment of your target audience. Understand their motivations, goals, pain points, and needs. In Jira, you can capture this information using custom fields to track each persona's journey.
2. Map Their Journey
   The customer journey map should be divided into several sections:
   • Stage: The stages your customer goes through, such as Awareness, Consideration, Purchase, Retention, and Advocacy.
   • User Action: The specific actions taken by the customer at each stage, like signing up, making a purchase, or contacting support.
   • Pain Points and Questions: Document where customers experience frustration or have questions that need addressing. This helps pinpoint areas for improvement.
   • Emotions: Track the customer’s emotional response at each stage. Are they frustrated, excited, confused, or satisfied? Understanding the emotional journey can help you address negative emotions and reinforce positive ones.
3. Find Opportunities for Improvement
   Once you have mapped the journey, look for opportunities to improve the customer experience. For instance, can you reduce friction in a particular step, provide clearer instructions, or offer additional support? These insights will help you refine your processes and create a smoother experience for your customers.

                             

How We Applied the Template to Our Add-ons

At SaaSJet, we used the Customer Journey Mapping template in Confluence to gain a deeper understanding of how users interact with our add-ons, including the Time Metrics Tracker and Mentions Collector for Jira. By mapping out our customers' experiences, we identified pain points, like confusion around setup processes or unclear documentation. With this information, we updated our onboarding flow and improved our support materials to ensure a smoother user experience.

We also utilized the Customer Journey Map play from the Team Playbook, which was extremely helpful in guiding our mapping process. The play provides a structured approach to uncover customer pain points and identify areas where you can make real improvements. We highly recommend trying it out for yourself! You can find it here.

This approach helped us better align our internal teams with the customer experience, prioritize improvements, and make more informed decisions that ultimately led to better product usability and customer satisfaction.

                     

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Discovering the Luhansk Region

🏔 The Park-Museum of Stone Women
Luhansk is also known for the Park-Museum of Stone Women, a collection of ancient anthropomorphic sculptures created by the Polovtsi, a nomadic people who lived in the region during the 11th-13th centuries. These stone figures, which were placed on hills and mounds, were erected as memorials to their ancestors. In 2010, the “Wonders of the Luhansk Region” competition awarded the Park-Museum of Stone Women first place, highlighting its cultural significance.

             

These statues serve as a reminder of the region’s ancient history, and many of them still stand proudly today. The collection at Luhansk National University is home to 68 of these unique figures, providing a fascinating glimpse into the artistic and spiritual practices of the Polovtsi people.

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🎄 As we wrap up today’s journey, we hope the insights into customer journey mapping help you optimize your customer experience strategy. By using tools like Jira and Confluence, you can ensure that every step of the customer’s journey is thoughtfully mapped and enhanced.

                                

Until tomorrow! 😊

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