The Customer Journey

By visualizing actions, thoughts, and emotions your customers experience, this map helps you better understand them and identify opportunities / pains encountered.

WHY ARE WE IN FOR ?

Customer journey maps help to find answers to the “How to deliver on the concept and create wow-worthy experiences ?“ question.

WHO SHOULD USE THIS ?

Facilitators, Marketing Teams, Product Managers, Customer Support/Service Teams, Sales Teams, User Experience (UX) Designers, Customer Success Teams, Business Analysts, Content Creators, Market Researchers, Brand Managers, Customer Insights Teams, Innovation Teams, E-commerce Teams, CRM (Customer Relationship Management) Teams, Business Development Teams, Quality Assurance/Testing Teams, Leadership and Executives, Cross-functional Teams.

HOW DO WE RUN IT ?

This workshop is designed to be driven in 90 to 120 minutes following the instructions :

A - FRAME

• Before considering your journey phases, start to name and describe step by step actions your customer has to go through from the starting point to the end of his user experience,

• After you feed jobs to be done, try to aggregate several steps in few phase (EPICS) to have a clear visibility about the stages defining your customer experience.

B - ACT

• Identify for each frame which touch point could be used by the customer,

• For each steps, identify which gains and which pains the customer will face.

C - FEEL

At last, try to figure out the emotional mood of your customer during each step.

This template was created by RSPRINT for MIRO.