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
Frequently asked questions
When should I use Customer experience map?â–¾
Use Customer experience map when you want to: team discussion on service improvements; product development planning; customer feedback sessions; retrospective analysis; user experience evaluations.
How long does Customer experience map take?â–¾
Customer experience map typically takes 240 minutes.
What materials do I need for Customer experience map?â–¾
Customer experience map requires no special materials — just participants and a space.
How difficult is Customer experience map to facilitate?â–¾
Customer experience map is rated beginner — straightforward to facilitate even without prior experience.
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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.