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customer-journey-mapping-workshop

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Run a customer journey mapping workshop with adaptive questions and outputs. Use when you need to map stages, actions, emotions, pain points, and opportunities for a persona and scenario.

When to use

• Guide product managers through creating a customer journey map by asking adaptive questions about the actor (persona), scenario/goal, journey phases, actions/emotions, and opportunities for improvement. Use this to visualize the end-to-end…

When not to use

• When you already understand the customer journey deeply
• Technical refactoring
• Substitute for user research
• Service blueprint
• User story map
• Experience map

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