Google Design

Map Making

Map how customers interact with your product. The resulting diagram focuses your sprint and informs prototype choices.

Duration
1.5 hours
Group Size
5-8
Category
Google Design
Difficulty
Easy
Participants will:

  • Visualize the customer journey.

  • Identify key actors.

  • Map customer steps to their goal.

  • Create a shared understanding of the problem.

A customer journey map providing a visual overview and shared understanding of the customer experience.
Keep the map simple; resist adding too much detail. It should fit on one whiteboard and be easily understood. Teams often map multiple customer types/scenarios. Pick ONE primary customer and ONE main scenario. Note other scenarios, but don't map them all. If you did "Ask the Experts" before this, use their insights. The map is complete when someone unfamiliar can understand the journey.

  1. List Actors (15 minutes): Identify people/systems involved. Write each actor on the left. Focus on the main actor (customer). Note supporting actors.

  2. Define the End Goal (10 minutes): What's the customer trying to accomplish? Write the end goal on the right. Be specific and measurable. Ensure it aligns with the long-term goal.

  3. Map the Steps (45 minutes): Map each customer step from left to right. Use simple words and boxes. Keep it high level (5-15 steps). Connect steps with arrows. Include decision points and paths.

  4. Simplify (15 minutes): Review the map. Combine/eliminate redundant steps. Ensure clarity. Verify understanding.

  5. Add Notes (5 minutes): Add sticky notes with questions/concerns. Mark areas of uncertainty.

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For Facilitators

  • Review participant profiles and expectations
  • Prepare all materials and supplies
  • Test technology and room setup

For Participants

  • Complete pre-session survey
  • Review background materials
  • Prepare examples or case studies

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  • Large whiteboard or multiple whiteboards

  • Dry erase markers in different colors

  • Sticky notes

  • Timer

  • Existing journey maps or user flows (optional)

  • Customer research data (optional)

  • Photos of customer interactions (optional)

Unlock Materials Required

Create a free account to access step-by-step instructions, agendas, and resources for all activities.

  • Facilitator Guide (PDF)
  • Participant Workbook Template
  • Presentation Slides
  • Printable Materials

Unlock Resources & Templates

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