Research

Advanced User Journey Mapping

This workshop helps you visualize and analyze the entire user experience through journey mapping. You'll learn to find pain points and opportunities across all touchpoints. It's not always easy to get people to open up, but stick with the process!

Facilitation Script
Duration
4 days
Group Size
6-12
Category
Research
Format
In-person
Participants will learn journey mapping methods. They will visualize customer experiences. The team will identify friction points and create prioritized roadmaps. Finally, you'll align stakeholders on UX strategy. Remember, getting everyone aligned takes time.
The team will gain a shared understanding of user needs and pain points. Expect actionable research insights, research-backed recommendations, and a visualization of the user experience. You'll also identify key areas for improvement.
9:00am-9:15am
BREAK 15 min
Introductions
9:15am-9:30am
BREAK 15 min
Icebreaker
9:30am-10:00am
Strategy 30 min
Empathy Mapping

An empathy map is a collaborative visualization tool used to gain deeper insight into customers. It helps teams develop ...

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10:00am-10:45am
Research 45 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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10:45am-11:00am
Service Design Tools 15 min
Moment of Truth

Identify critical service moments where customer forms lasting impressions or makes important decisions. These moments d...

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11:00am-11:15am
BREAK 15 min
Morning Coffee Break
11:15am-11:45am
Research 30 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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11:45am-12:15pm
Research 30 min
Future State Journey Mapping

You've diagnosed current experience problems—now it's time to envision what the experience should be. Future State Jou...

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12:15pm-12:45pm
Strategy 30 min
Impact & Effort Matrix
Learn More
12:45pm-1:00pm
BREAK 15 min
Next Steps/Daily Checkout

Unlock Full Agenda & Timing

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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

Unlock Pre-Work Requirements

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

These exercises can enhance the workshop or be used as alternatives depending on your team's needs and available time.

SDT-Journey Map
240 min
Touchpoint Matrix
90 min

  • Large format paper (A1 or flip chart paper)

  • Sticky notes (multiple colors)

  • Sharpie markers (black, blue, red)

  • Fine-tip markers

  • Pens and pencils

  • Dot stickers

  • Masking tape

  • Timer or stopwatch

  • Workshop-specific templates

  • Industry examples and case studies

  • Laptops/tablets

  • WiFi access

  • Digital camera

  • Projector/screen

  • Power strips and extension cords

  • Printed materials (backup)

  • Large wall space

  • Moveable tables

  • Comfortable seating

  • Adequate lighting

  • Quiet environment

  • Temperature control

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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