Using customer narratives and data, “map” what they are doing, thinking, feeling and interacting with over a set period of time.
Core team, subject matter experts
Identify which users journey the team is mapping. Leverage existing Personas and if multiple choose the most important one to start
Map alone, together (10 minutes)
Share individual journeys with the team (10 minutes)
Dot voting (10 minutes)
Consolidate into one big story (10 minutes)
Mark customers emotions and pain points (10 minutes)
Identify opportunities along the journey (10 minutes)
At the end of a Journey Map the team will have a shared holistic view of a Persona’s experience. The process reveals opportunities to address user pain points and prevents misalignment during the “framing” process.
None at the moment