A customer journey map is a visualization of the process that a person goes through in order to accomplish a goal. Create it to explore and address customer needs and pain points throughout the process. Uncover un-tapped needs. Your journey can focus on:
• How your customer interacts with a product or technology
• How your customer navigates a company process such as the purchase flow or tech support
You can run these sessions with your product team members or customers. Journey maps are a powerful way to uncover and concisely show where customers have success and where you need to make improvements.
In this workshop, you will learn how to create a journey map. And then you will get into small groups to participate in a journey mapping exercise.