Research
Journey Stage Breakdown
Customer journeys are continuous, but teams need stages for analysis. Journey Stage Breakdown divides the journey. This helps focus improvement efforts. This exercise creates a shared journey structure in about 2 hours.
Duration
2 hours
Group Size
10-15
Category
Research
Difficulty
Easy
Define 5-8 journey stages. Each stage needs clear start and end points. Identify key activities and goals within each stage. Map transitions between stages. Create a journey stage framework for teams.
The journey is broken down into stages. Teams gain a detailed understanding of each phase. This provides a foundation for stage-specific improvements.
Push for clear, distinct stage boundaries. It's easy to blur the lines. Test stage definitions with real customer examples to ensure they resonate. Sometimes teams get stuck; suggest focusing on the 'customer's perspective' to break logjams.
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