Customer Journey Mapping
What will be worked out?
Your teams master the art of Customer Journey Mapping to transform user interactions.
They visualize the functional, emotional and social jobs along the customer experience.
What are the expected outcomes?
✔️ Insights into the customer experience and its potential for innovation
✔️ Jobs to be done of users/buyers
✔️ Clear pain points identification
✔️ Aha moments of delight and satisfaction
✔️ How users feel
✔️ Contexts or touchpoints
✔️ Happy path & Gap analysis
✔️ Improved service design
Why does it matter?
Strategy is not a virtue. It’s a set of choices. These choices should be informed by the customers‘ or users‘ reality. Your teams must research this reality as a vital input to creating a Customer Journey Vision and a competitive Strategy. This workshop ensures your team designs seamless experiences that meet user needs and enhance engagement.
✔️ Enhanced customer satisfaction
✔️ Reduced friction and drop-offs
✔️ Higher user engagement
You chose the depth you want to attain
1 Day
Basic Customer Journey Map
- Basic understanding of customer journey stages in a customer journey map
- Initial identification of jobs to be done, touch points and pain points in a list
2 Days
Consolidated and Validated Customer Journey Map
- Detailed analysis of customer journey stages in a comprehensive journey map
- Identification of jobs to be done, touch points of various departments, pain points, and opportunities in a prioritized list
- Evidence levels made explicit: What is the degree of evidence and what needs further validation
3 Days
Consolidated and Validated Customer Journey Map + Customer Journey Vision + Strategic Action Plan
- Comprehensive customer journey analysis in a detailed journey map
- Leveraging Cross-Functional impact analysis of how the customer journey affects various departments beyond the product team providing a holistic view of the business impact and opportunities for alignment and improvement.
- Draft a bold and transformative Customer Journey Vision or Future State Scenarios
- In-depth identification of opportunities and solutions in a strategic action plan
One in-person workshop day is equivalent to two remote workshops à 4 hours.
If you need help pulling together and increasing accountability as a team, check out this workshop instead.
Let’s develop your Customer Journey Vision for higher User Engagement and Satisfaction.
