What is a customer journey workshop?

What is a customer journey workshop?

The key aim in running a customer journey workshop is to create a detailed “map” of the individual touchpoints and interactions that customers have with a specific business. This should encapsulate both the operational and emotional journey a customer takes with a company.

How do I conduct a user journey workshop?

Here are the steps to organize a virtual user journey mapping workshop:

1. Identify the scope of the workshop. You first need to identify which persona’s user journey you want to tackle.
2. Invite people to participate.
3. Prepare for the workshop.
4. Hold the workshop.
5. Follow up.

How do you do a journey mapping session?

Before the Journey-Mapping Workshop

1. Build a team: Journey mapping is a collaborative process.
2. Prioritize actors and scenarios: Decide whose journey (the actor) and what journey (the scenario) you’ll be mapping ahead of time.
3. Gather and share existing research: It’s often beneficial to start with what you already have.

What is user journey mapping?

A user journey map (also known as a customer journey map) is a diagram that visually illustrates the user flow through your site, starting with initial contact or discovery, and continuing through the process of engagement into long-term loyalty and advocacy.

How do I run a customer journey session?

First of all, what do you need before the Customer Journey Mapping workshop?

1. Define the Objective.
2. Define participant groups.
3. Talk to the participants beforehand about.
4. Create a repository!
5. Gather all the workshop materials:
6. At last, finalize Customer Persona.
7. STEP 1: Align everyone on the same page.

How do I create a user journey?

How to create a user journey map

1. Define the scope. Creating a helpful user journey map starts with defining your goals.
2. Build user personas.
3. Define user goals, expectations, and pain points.
4. List out touchpoints and channels.
5. Map the journey.
6. Validate and refine the map.

What is a journey mapping workshop?

A workshop that creates a map of the customer’s journey gives us the opportunity to find these moments – the moments that really matter in creating a positive customer experience. ‍ A good journey map can also be an invaluable template for teams to collect assumptions, data or research and share findings on one page.

What is user journey in agile?

A user journey is a path a user may take to reach their goal when using a particular website. User journeys are used in designing websites to identify the different ways to enable the user to achieve their goal as quickly and easily as possible.

What is user experience journey?

User journeys are the step by step journey that a user takes to reach their goal. This journey will often consist of a number of website pages and decision points that carry the user from one step to another. The user journey is used to map out the current journey a typical user might take to reach their goal.

How do you map customer touch points?

How to Start Touchpoint Mapping

1. Identify Each Customer Touchpoint. To start touchpoint mapping, begin by identifying each interaction your business has with your customers.
2. Map the Touchpoints.
3. Improve Each Customer Touchpoint.
4. Set a Schedule for Reviewing.