Current Journey Mapping

Report

Why use this?

  • To visualize the end-to-end customer experience and how they interact with product from the beginning to the end

  • To identify opportunities and gaps, remove obstacles

  • To make their journey intuitive and amazing

What is this used for?

Journey mapping helps holistically understand the customer experience. We can uncover moments of both frustration and delight throughout a series of interactions. Done successfully, it reveals opportunities to satisfy customer pain points, alleviate fragmentation, and, ultimately, differentiate products to provide additional value to your customers.

What do I need?

  • Definition of scope: “Who am I mapping this experience for? What experience, or journey, will I depict?”

  • Stakeholders, designers, product managers, etc.

  • Customers

  • Workshop materials, like Miro or Post-it notes

How do I proceed?

After defining the scope,

  1. Map each of the steps involved using internal research, external, or existing research

  2. Identify opportunities to satisfy customer pain points and increase delight

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