How to design a journey-mapping workshop that leads participants through current-state assumption mapping, pain-point identification, and future-state visioning.
Before beginning any journey-mapping initiative, teams must decide between (1) a current-state or future-state map, and (2) an assumption-first or research-first approach. A hybrid approach for each decision works well for most teams.
A collaborative spreadsheet is an efficient, effective tool for virtual customer-journey mapping. Because of the format and structure it affords, almost everyone will be able to access and easily use it.
Evaluate your journey map to identify low and high points, failures in setting expectations, unnecessary steps, channel transitions, and moments of truth.
Customer Experience (CX) and User Experience (UX) are two common terms that mostly mean the same thing but have different connotations. Whatever your preferred term, it's important to consider design at 3 levels of experience.
As you learn design thinking, you progress through stages: being a beginner, an intermediate practitioner, and possessing advanced expertise. This progression is like learning to cook: you won't be a master chef on day 1, but there are appropriate skills to aim for at each level.
When you are in the early stages of designing a user experience flow, use scenario mapping to work out how different personas will use the proposed design to solve their tasks.
When conducting research for customer-journey maps, use qualitative methods that allow direct interaction with or observation of users, such as interviews, field studies, and diary studies.
The 5 components of a journey map and the benefits of using this qualitative method as part of a UX design process to discover, document, and share the bigger picture of what users want.
Stories build empathy and make the user needs and pain points memorable to your team. Effective stories speak the language of the audience, are rooted in data, and take advantage of compelling artifacts.
When conducting research for customer-journey maps, use qualitative methods that allow direct interaction with or observation of users, such as interviews, field studies, and diary studies.
How storyboards fit within the UX design process, and the steps needed to make a successful storyboard to visualize a workflow, customer journey, or user story.
