CJM for a Corporate Product. How We Found a Treasure Trove of Valuable Business Requirements

The presentation showcases the practical experience of our product team in using the Customer Journey Map (CJM) as a source of valuable new business requirements and growth opportunities for a corporate IT product, and, most importantly, the specifics of applying CJM to the development of an internal IT product. We will examine the main reasons why corporate IT product development teams do not use CX tools. I’ll tell you what prompted us to use CJM, how we were able to take a fresh look at our product and users, what challenges we faced in finding respondents, conducting interviews in a corporate environment, and securing funding, as well as the pros and cons of CJM for corporate IT products. I’ll share the “pain points” we identified using the map — not only for our IT product but also for related services — and explain which specific business requirements emerged from the insights gained through CJM and how they affected the product and our users’ loyalty.