Current Journey Mapping
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,
Map each of the steps involved using internal research, external, or existing research
Identify opportunities to satisfy customer pain points and increase delight
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