Research
Customer Journey Mapping
Map the end-to-end user experience across all touchpoints. Visualize the complete customer journey, including pre- and post-service interactions. Identify pain points and opportunities at each stage. Don't skip the before/after!
Duration
1.3 hours
Group Size
4-8
Category
Research
Difficulty
Easy
The goals are to create a comprehensive view of the user experience, identify emotional highs and lows, pinpoint critical touchpoints and pain points, and discover opportunities for improvement.
- Mapped customer journey.
- Visualized experience.
- Identified improvement opportunities.
Remember to include interactions BEFORE and AFTER the core product experience. Use different colored sticky notes for different elements. The emotional curve should be evidence-based. Validate the map with actual customers. Common mistake: making the journey too high-level; push for specificity. Journey maps work best when focused on ONE scenario. Consider separate maps for different personas. Update regularly as the product/service evolves.
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