Customer Journey Map

Every step you take, every move you make.

DISCOVER AND DEFINE THE RIGHT PROBLEM.

Purpose

Walk in the shoes of my customers to understand what they experience when the interact with our organisation, our products and services.

The Customer Journey Map builds empathy with the customer by visualizing their actions, thoughts, emotions, and feelings that emerge in an interaction. It also looks at actions that are not directly associated with a product or service (e.g. informing, waiting, ordering). It is usually developed overtime across the problem and solution process phases, starting in “discover”.

Book Appointment

Stats

Session

Online

DURATION

60 minutes

Level of Difficulty

Moderate

Materials Needed

Pens, paper, Post-its

learning outcomes

Establish a common understanding about the experiences of our customers

Identify “pain points” that negatively affect our customers experience

Understand the “touch points” where our customer interacts

Close “pain points” and gaps in the customers experience

Design a new and improved customer experience

Process Phase
works well with

Interviewing

Persona Grid

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