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.
Comment l'animer
- 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.
Conseils
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.
Variantes
This method can also be adapted to focus on specific customer segments or particular touchpoints.
Contextes d'utilisation
Questions fréquemment posées
Quand utiliser Customer experience map ?â–ľ
Utilisez Customer experience map lorsque vous souhaitez: team discussion on service improvements; product development planning; customer feedback sessions; retrospective analysis; user experience evaluations.
Combien de temps dure Customer experience map ?â–ľ
Customer experience map dure généralement 240 minutes.
De quels matériaux ai-je besoin pour Customer experience map ?▾
Customer experience map ne nécessite pas de matériaux particuliers — juste des participants et un espace.
Quel est le niveau de difficulté de Customer experience map ?▾
Customer experience map est classé débutant — facile à animer même sans expérience préalable.
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Essayer gratuitementMethod 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.