From the course: Journey Mapping: Case Study in Action
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Inside-out customer journey mapping workshop
From the course: Journey Mapping: Case Study in Action
Inside-out customer journey mapping workshop
- To understand customers, let's start where we can, with an inside-out view of our customers' experience. Because it's inside-out this first step of journey mapping is sometimes called a hypothesis map or an assumptive map. This is where the CX team comes together to document our understanding of the customer journey. For our journey map for Red 30, we'll be focusing on just three phases in the overall journey: consideration through purchase. Remember, when it comes to workshops, keep it focused. Don't try to document every detail of every journey at once. We'll also be starting with just one persona, Hannah-in-a Hurry. To get started, let's talk about two things. One, supplies, and two, mindset. Supplies can be low tech or high-tech. There are some great journey mapping programs out there, but I found the low-tech approach is a powerful and interactive way to get everyone involved and get what you need. So you're going to…
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