Lightning Workshops

Lightning Workshop: User Journey Pain Points

Map the user experience and find quick wins. This workshop gathers different teams to create a user journey map. You'll uncover pain points and focus on 2-3 high-impact, low-effort fixes for quick action.

Duration
2 days
Group Size
5-10
Category
Lightning Workshops
Format
In-person

Objectives

Map the user journey's stages and touchpoints. Identify and group pain points. Prioritize improvements using Impact/Effort. Commit to 2-3 quick wins with owners.

Outcomes

This workshop helps teams align on customer pain points. Addressing these issues leads to increased customer satisfaction and reduced churn. Prioritizing quick wins delivers immediate, visible improvements and builds momentum for tackling larger issues.

Step-by-Step Instructions

Step 1: Introduction (5 minutes)

Welcome participants and explain the purpose of the activity. Set expectations for timing and participation.

Step 2: Main Activity (15 minutes)

Guide the group through the core exercise, providing clear instructions at each stage.

Step 3: Debrief (10 minutes)

Facilitate a discussion about key learnings and how to apply them.

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Agenda

9:00am-9:10am
BREAK 10 min
Welcome & Introductions

Facilitator introduction and agenda overview

9:10am-9:15am
Exercise 5 min
3-Part Question

Quick structured introductions using three simple questions to connect participants fast.

9:15am-9:25am
Research 10 min
Customer Journey Mapping
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9:25am-9:45am
Strategy 20 min
Ecosystem Mapping
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9:45am-10:10am
Research 25 min
Pain Point And Opportunity Identification
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10:10am-10:30am
Strategy 20 min
Impact & Effort Matrix
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10:30am-10:40am
Remote Focused 10 min
How-Now-Wow
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10:40am-10:50am
Hyper Island 10 min
Check-in/Check-out
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10:50am-11:00am
BREAK 10 min
Daily Wrap-up

Key takeaways, reflections and next steps

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Pre-Work

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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Materials Required


  • Large wall or flip charts for the journey map.

  • Sticky notes (blue for stages, yellow for touchpoints, pink for pain points, green for bright spots).

  • Markers.

  • Pain point cards (large stickies or index cards).

  • 2x2 matrix template (Impact vs. Effort).

  • Dot stickers (3 per person).

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Resources & Templates

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

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Discussion

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