The Customer Journey
A customer journey map is a visual overview of how users experience your products or business across multiple touchpoints.
By visualizing actions, thoughts, and emotions your customers experience, this map helps you better understand them and identify opportunities / pains encountered.
WHY ARE WE IN FOR ?
Customer journey maps help to find answers to the “How to deliver on the concept and create wow-worthy experiences ?“ question.
WHO SHOULD USE THIS ?
Facilitators, Marketing Teams, Product Managers, Customer Support/Service Teams, Sales Teams, User Experience (UX) Designers, Customer Success Teams, Business Analysts, Content Creators, Market Researchers, Brand Managers, Customer Insights Teams, Innovation Teams, E-commerce Teams, CRM (Customer Relationship Management) Teams, Business Development Teams, Quality Assurance/Testing Teams, Leadership and Executives, Cross-functional Teams.
HOW DO WE RUN IT ?
This workshop is designed to be driven in 90 to 120 minutes following the instructions :
A - FRAME
Before considering your journey phases, start to name and describe step by step actions your customer has to go through from the starting point to the end of his user experience,
After you feed jobs to be done, try to aggregate several steps in few phase (EPICS) to have a clear visibility about the stages defining your customer experience.
B - ACT
Identify for each frame which touch point could be used by the customer,
For each steps, identify which gains and which pains the customer will face.
C - FEEL
At last, try to figure out the emotional mood of your customer during each step.
This template was created by RSPRINT for MIRO.
Get started with this template right now.
Scenario Mapping Template
Works best for:
Desk Research, Mapping, Product Management
Scenario mapping is the process of outlining all the steps a user will take to complete a task. The scenario mapping template helps you create a visual guide to what different personas are doing, thinking, and feeling in different situations. Use scenario mapping to outline an intended or ideal scenario (what should happen) as well as what currently happens. If you’re trying to outline the ideal scenario, user mapping should take place very early on in a project and can help inform user stories and the product backlog. If you’re just trying to get a better sense of what currently happens, you can do user mapping when conducting user interviews or observation.
Customer Journey Mapping by Atlassian
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Customer Journey Map
Guidelines for Customer Journey Mapping.
Customer Journey Map by Hustle Badger
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Customer Journey Map
Customer journey mapping is a method that visualizes and narrates how users navigate a site or app to achieve their objectives.
User Research Kick-off Canvas
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Customer Journey Map
The User Research Kick-off canvas aims to open the research conversation to create alignment, input, collaboration and engagement with stakeholders early in your research journey, paving the way for some awesome and impactful user research.
Customer Journey Map by Columbia Road
Works best for:
Customer Journey Map
The aim of the customer journey is to help you break down the customer's activities from both a front-end and back-end perspective.
Storyboarding, Journey Mapping, and Alignment
Works best for:
Customer Journey Map
This template has three activities that are great for workshopping in virtual team environments.