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Journey Mapping Activity Process Findings Martelle Esposito, MS, MPH, Melanie Hall, MS, RD, Anthony Panzera, PhD, MPH September 19, 2019

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Page 1: Journey Mapping Activity Highlights - Amazon S3...Journey Mapping Activity Highlights Author Martelle Esposito Created Date 10/2/2019 1:48:26 PM

Journey Mapping Activity Process FindingsMartelle Esposito, MS, MPH, Melanie Hall, MS, RD, Anthony Panzera, PhD, MPH

September 19, 2019

Page 2: Journey Mapping Activity Highlights - Amazon S3...Journey Mapping Activity Highlights Author Martelle Esposito Created Date 10/2/2019 1:48:26 PM

Finding 1:You participated!

Page 3: Journey Mapping Activity Highlights - Amazon S3...Journey Mapping Activity Highlights Author Martelle Esposito Created Date 10/2/2019 1:48:26 PM

Finding 2:You had many insights to share about bright spots, pain points, and potential solutions

Client Perspective

Page 4: Journey Mapping Activity Highlights - Amazon S3...Journey Mapping Activity Highlights Author Martelle Esposito Created Date 10/2/2019 1:48:26 PM
Page 5: Journey Mapping Activity Highlights - Amazon S3...Journey Mapping Activity Highlights Author Martelle Esposito Created Date 10/2/2019 1:48:26 PM

Finding 3:You had less to say about what is holding clients/ staff/ and stakeholders back from making change

Page 6: Journey Mapping Activity Highlights - Amazon S3...Journey Mapping Activity Highlights Author Martelle Esposito Created Date 10/2/2019 1:48:26 PM

So, what’s holding you back from making change?

Page 7: Journey Mapping Activity Highlights - Amazon S3...Journey Mapping Activity Highlights Author Martelle Esposito Created Date 10/2/2019 1:48:26 PM

Finding 4: There were numerous opportunities shared that could be explored further

Page 8: Journey Mapping Activity Highlights - Amazon S3...Journey Mapping Activity Highlights Author Martelle Esposito Created Date 10/2/2019 1:48:26 PM

Opportunity Example: Managing Client Expectations

How might we better manage client expectations at different touch points in the client journey?

Page 9: Journey Mapping Activity Highlights - Amazon S3...Journey Mapping Activity Highlights Author Martelle Esposito Created Date 10/2/2019 1:48:26 PM

Opportunity Example: Building Staff Confidence

How might we enhance staff confidence?

Page 10: Journey Mapping Activity Highlights - Amazon S3...Journey Mapping Activity Highlights Author Martelle Esposito Created Date 10/2/2019 1:48:26 PM

Finding 5: We are confident that you will be able to create journey maps for your own agency moving forward

Page 11: Journey Mapping Activity Highlights - Amazon S3...Journey Mapping Activity Highlights Author Martelle Esposito Created Date 10/2/2019 1:48:26 PM

What did you learn from the journey mapping experience?

Page 12: Journey Mapping Activity Highlights - Amazon S3...Journey Mapping Activity Highlights Author Martelle Esposito Created Date 10/2/2019 1:48:26 PM

How might you use this tool in the future?

Page 13: Journey Mapping Activity Highlights - Amazon S3...Journey Mapping Activity Highlights Author Martelle Esposito Created Date 10/2/2019 1:48:26 PM

What ideas are you going to take with you to explore and work on further?

Page 14: Journey Mapping Activity Highlights - Amazon S3...Journey Mapping Activity Highlights Author Martelle Esposito Created Date 10/2/2019 1:48:26 PM

Go forth and journey map!