Behavior Design Mapping (Journey)
This map is a behavior micro-journey and should be feeding from a higher level map.
This map could be adapted to be used for building a new product as well as improving existing ones using Behaviorial Science Principles.
It includes the Components of the COM-B Model to make sure that what you are building still does not cause unnecessary friction (sometimes designing for friction is good).
This Journey should help you understand from a behavior perspective what is making an experience difficult for you customer or user.
You should already know a chosen behavior you are looking to drive and then map backwards from that behavior.
The LanesThe Map has different lanes:
1. Stages: These can help you understand the high level organization of the actions
2. Actions: The behaviors the actors have to perform (these should be observable)
3. Friction: The friction level in the experience
4. Influences on Behavior: Using the COM-B model to map:
Capability
Motivation
Opportunity
5. Intervention Strategy Ideas: Things we can think of that would be able to deal with the barriers influencing the behavior.
6. Other Possible lanes: Depending on your project you may want to add other lanes.
This template was created by Robert Meza.
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Customer Journey Map Template
Works best for:
Ideation, Mapping, Product Management
A customer journey map (CJM) is a visual representation of your customer’s experience. It allows you to capture the path that a customer follows when they buy a product, sign up for a service, or otherwise interact with your site. Most maps include a specific persona, outlines their customer experience from beginning to end, and captures the potential emotional highs and lows of interacting with the product or service. Use this template to easily create customer journey maps for projects of all kinds.
Experience Map
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Customer Journey Map
Experience mapping looks at your customer’s end to end experience with your brand to identify areas ripe for improvement and innovation.
Two-track Journey Map
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Customer Journey Map
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Scenario Mapping Template
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Desk Research, Mapping, Product Management
Scenario mapping is the process of outlining all the steps a user will take to complete a task. The scenario mapping template helps you create a visual guide to what different personas are doing, thinking, and feeling in different situations. Use scenario mapping to outline an intended or ideal scenario (what should happen) as well as what currently happens. If you’re trying to outline the ideal scenario, user mapping should take place very early on in a project and can help inform user stories and the product backlog. If you’re just trying to get a better sense of what currently happens, you can do user mapping when conducting user interviews or observation.
Practical Customer Journey Mapping by Alex Gilev
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Customer Journey Map
Today, customers hold companies to high standards for product quality and user experience.
Fly UX Customer Journey Map
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Customer Journey Map
I created this Customer Journey Map as part of a UX Design certifcation program, for UX Design Insitute.