EXPERIENCES TO PEOPLE TOTAL EXPERIENCE MAP E2E JOURNEY LAYER ORG JOURNEY LAYER SERVICE BLUEPRINT LAYER What is involved in bringing our solutions to people, i.e., our people, processes, and technology What people (customers/ prospects/ participants/ clients) are trying to accomplish throughout their journey, and what they need along the way Where we show up (within the E2E journey) People’s experience with our solutions, and the extent to which our solutions help them make progress along the way CURRENT STATE NORTH STAR What will be involved in bringing our future solutions to customers i.e., our people, processes, and technology This layer is carried over from the Current State Map, because what people are trying to accomplish, and the things they need do not change Where we want to show up across each step of the E2E Journey The desired customer experience with our solutions 3