What is the Customer Journey Toolbox ?

Learning Outcomes

After completing this unit, you will be able to: 

1. Locate to Toolbox
2. Define each of the Customer Action Boxes in the Toolbox

The Toolbox is located at the bottom of the Customer Journey Mapping canvas. Within the toolbox you will find the following Action Boxes:

1. Terminator Box to Start and End a Journey.
   
   
2. Member Action that articulates the actions of a customer who is also a member of your organisation’s loyalty program, or similar program.
   
   
3. Guest Action, which is the same as a Members Action, but the customer is not part of a loyalty, or similar, program.
   
   
4. Staff Action that represents the desired actions of staff and contractors.
   
   
5. Decision Box that represents critical decision points of the Member or Guest. Up to three possible scenarios can stem from a decision box. 
   
   
6. On the top right-hand corner of the Toolbox, a small info icon can be clicked to gain a deeper explanation of each of the Action Boxes.