Customer Viewpoint: Creating a Journey Map

BONUS: Examples, including a complete tax return preparation.

We use a value stream map, a process map and a SIPOC in process mapping. What all of these have in common is that they highlight the process, time, inventory levels and the actors.

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However, one key variable they all fail to take into account is the customer’s emotions as they journey through the process. A customer journey map solves this problem.

Posted on December 12, 2015

Jody Padar

About the Author

Jody Padar, CPA, MST, is one of the profession’s foremost visionaries and a best-selling author for CPA Trendlines.

Her next book, Radical Pricing, will be published soon.

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Padar is the author of:

The Radical CPA

and

From Success to Significance: The Radical CPA Guide

vice president of strategy at Botkeeper, an upstart automated bookkeeping solution purpose-built for accounting firms.

She was also CEO and Principal of the New Vision CPA Group, a public accounting firm based in the Chicago area.

And as an author, lecturer, coach, consultant, and mentor, she advocates for progress and innovation in the profession, heralding a new way of thinking about the practice of accountancy and giving it a new purpose.

Having successfully transformed her own firm into a technologically advanced, paperless work environment, she is now dedicated to educating her fellow colleagues on how to make the same transition.

She is a regular contributor to a number of industry publications, including CPA Trendlines, where she offers practical tips and advice on running a next-generation firm.

Padar has been named by Accounting Today as “the Top 100 Most Influential to the Profession” for the last four years and manages her firm and discover new “best practices.”

Padar is married, has two teenage children, and swims competitively. Padar earned her BBA from Saint Mary’s College and MST from Northern Illinois University. Padar is also an adjunct professor at Oakton Community College and a contributing member of the Intuit Trainer Writer Network.

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