Structured Approach to Customer Journey Mapping Workshops PPT

This PPT slide, part of the 67-slide Customer Journey Mapping - Guide & Templates PowerPoint presentation, outlines the process of creating customer journey maps through a structured workshop format, typically lasting between half a day to 2 days. It emphasizes the importance of preparation and active participation during the session.

In the preparation phase, key steps include identifying the users or customers whose experiences need to be mapped. This involves determining whether the focus will be on the current state, future state, or both. A physical space is necessary for displaying the journey map, which suggests the use of a wall for posting notes. Developing personas based on stakeholder input and prior segmentation work is crucial, as is planning the activity steps. Inviting customers to participate directly can enhance the accuracy and relevance of the mapping process.

During the workshop, the slide suggests splitting participants into teams based on the number of attendees. Each team should focus on one customer persona at a time, ensuring that all relevant personas are accurately captured. Sharing draft activity steps and confirming their correctness is essential for maintaining alignment among participants. The journey mapping should proceed step-by-step, starting from the top of the map and working downwards. It’s important to identify and document all touchpoints, including minor ones, along the timeline. The slide also highlights the need to visually represent issues and opportunities for improvement, which can lead to actionable insights for enhancing customer experiences.

This structured approach ensures that the customer journey mapping process is thorough and collaborative, ultimately leading to more effective strategies for customer engagement and satisfaction.

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Customer Decision Journey Customer Experience Customer Journey Customer Journey Mapping