Customer journey mapping gives you a holistic view of the customer experience and is great for aligning teams on projects. We at Webcredible believe it also helps organisations to be user-centric and think from the customer's point of view.
Workshops are an ideal way for team members to discuss issues and customer pain points. You'll usually run a workshop for half a day per user journey. This initial discussion is crucial - if you don't critically discuss the current user journey and team objectives before starting the map, you'll miss valuable insights from the team and run into problems.
Once you've done your workshop, journey mapping can take two or more days to build.
You can use all sorts of data to feed into the journey map but remember it's always good to make sure the relevant subject matter experts on the team are consulted.
Get stakeholders to invite the relevant people from their team: decision makers, people close to the customer, subject matter experts. Stress the importance of attendance for the full duration of the workshop.
For the room, you'll need a large space with enough room for people to stand around, and a large wall area to create the journey map.
To create your map, you're going to need some supplies before you begin:
To get going, you'll need to:
You'll end with lots of post-its on brown paper:
If you want to create an online version for stakeholders, try using Sketch, Illustrator or Omnigraffle as they all handle text quite well. You can break out of the grid structure that the workshops tend to create and make something more visual.
Customer journey mapping and workshops are just two of the many tools we use to help businesses become customer-centred. Come say firstname.lastname@example.org or call us on +44 (0)20 7423 6320 to chat with a member of our team.
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