Customer experience map
This method visualizes the steps a customer takes while using a product or service, along with their reactions. It helps uncover barriers in the customer experience.
How to run it
- 1
List the various stages of the customer journey.
- 2
Organize these stages chronologically on a timeline.
- 3
Use post-its to label each stage as positive or negative.
- 4
Rank the experiences from most positive to most negative.
- 5
Summarize the findings to identify key pain points.
Tips
Encourage participants to share personal experiences with the product or service.
Ensure you are capturing both emotional and functional aspects of the experience.
Use visual aids or illustrations to enhance the mapping process.
Variations
This method can also be adapted to focus on specific customer segments or particular touchpoints.
Where it fits
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Try it freeMethod descriptions on Workshop Weaver are original content written by our team, based on established facilitation practices. This method was inspired by work from SessionLab. Licensed under CC BY-SA 4.0.