Multi-Layer Journey Map Template

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The multi-layer journey map is a powerful tool for balancing strategic and bespoke customer requirements. It enables a bidirectional feedback loop and supports strategic decision-making to ensure scalable, value-driven outcomes.

Steps:

Map the Customer Journey (Top Row): Outline the key stages of the customer journey to understand the full end-to-end experience.
Identify Pain Points/Desires: Run customer interviews, empathy maps, and other research methods to capture pain points and desires.
Define Strategic Roadmap Items: These are hypotheses, opportunities, and bets aimed at overcoming pain points and driving desired outcomes.
Gather Segment-Based Feedback: Engage customers in reviewing the roadmap and gather feedback based on their specific segments.
Decision-Making: Strategically decide which items remain core based on scalability, multiplier effects, and overall business strategy while identifying areas where customization is permissible.

zsolt berend

business agility coach

I am a business agility coach, practitioner, and trainer with over 20 years of experience in diverse industries. Co-author of the influential book "Sooner Safer Happier," I am dedicated to guiding organisations towards improved ways of working and better customer outcomes.