Research

Customer Journey Mapping introduction

This workshop maps the user experience from first touch to long-term loyalty. We'll pinpoint key interactions, emotional responses, and chances to improve the customer journey.

Facilitation Script
Duration
4 days
Group Size
6-12
Category
Research
Format
In-person

  • Map user journeys from awareness to advocacy.

  • Identify critical touchpoints.

  • Analyze user emotions and pain points.

  • Discover opportunities to improve the experience.

  • Create actionable recommendations.


  • A visual map of the complete user experience.

  • Clear identification of pain points and opportunities.

  • Prioritized improvements with assigned owners.

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

Facilitator introduction and journey mapping overview

9:10am-9:20am
Hyper Island 10 min
Check-in/Check-out

Start and end sessions mindfully with brief personal sharing. Check-ins help people arrive mentally and emotionally; che...

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9:20am-10:05am
Luma 45 min
Persona Profile

Part of LUMA collection. ---People make design decisions based on assumptions. That's a problem. Personas help you desi...

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10:05am-10:20am
BREAK 15 min
Coffee Break

Refreshments

10:20am-11:00am
Research 40 min
Touchpoint Identification

Your customer's journey with your product isn't a straight lineā€”it's a constellation of moments where they interact wi...

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11:00am-11:55am
Research 55 min
Customer Journey Mapping

Map entire user experience end-to-end across all touchpoints and channels. Visualize the complete customer journey inclu...

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11:55am-12:20pm
Research 25 min
Pain Point And Opportunity Identification

Every customer journey contains moments of friction and moments of opportunity. Pain Point and Opportunity Identificatio...

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12:20pm-12:30pm
BREAK 10 min
Workshop Wrap-up

Journey insights and action items

Unlock Full Agenda & Timing

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

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

Unlock Pre-Work Requirements

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


  • Large paper (A1 or flip chart).

  • Sticky notes (multiple colors).

  • Sharpie markers (black, blue, red).

  • Fine-tip markers.

  • Pens and pencils.

  • Dot stickers.

  • Masking tape.

  • Timer.

  • Workshop-specific templates.

  • Industry examples.

  • Laptops/tablets (optional).

  • WiFi (optional).

  • Camera (optional).

  • Projector (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

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

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