customer journey workshop agenda

long gone are the days when we could hold the in-person user testing, brainstorming, and workshop sessions that were once essential to our workflow. a couple of months ago, i needed user journey maps to better understand and design for one of my projects. in this article, i will outline how i used miro to successfully facilitate a virtual user journey mapping workshop. with the journey map, designers can better understand where the experience is good or bad and use this to guide their design process. keeping the workshop focused on a specific user journey allows you to dive deeper into the user’s experience and emerge with a more fleshed-out journey map. this will ensure your journey maps are well-rounded and is a great way to get relevant stakeholders invested in the design process. tip: when sending the event invite, clearly communicate the reason for the workshop, why you are asking them to participate, and what the intended outcomes and next steps are.

before the virtual workshop, you need to prepare the workspace. tip: have participants create miro accounts (or accounts for whichever program you’re using) ahead of time and test if they have access. as the facilitator, your job is to keep the workshop on schedule and to answer questions and provide help where needed. otherwise, your participants should be engaging in conversations and doing most of the work. and don’t forget to keep them in the loop! to use it, simply click the “use template” button in the top right corner. here are some images to preview what what the template includes: virtual collaboration is tough, and no matter how much you prepare in advance, there will always be bumps in the road.

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the best place to begin understanding your cx successes and failures is by creating a customer journey map. start with documenting the practical nature of customers’ steps and then move on to mapping customer thoughts and emotions, much like the standard interview methodology. you may want to split everyone into 3 to 5 small groups, each of which can focus on a different persona or journey. marketing and customer experience teams are the obvious choices for workshop participants, but include behind-the-scenes employees, as well. you can also include any partners who are key to delivering that journey. once you have a journey map finished, you’ll need budget and managerial support to implement changes and drive cx improvements. that’s because customers give you the most accurate idea of what it’s like interacting with your brand, and what they think and feel at every stage of the journey. any more and you’ll lose people along the way; any less and you won’t fit everything in.

creating a current-state hypothesis map evolving the current-state journey map based on customer input prioritizing pain points within the 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 journey mapping workshop can be defined as an activity or discussion between people who work towards achieving the same goal; boosting, customer journey workshop template, customer journey workshop template, customer journey mapping workshop toolkit, how to run a customer journey workshop, customer journey workshop questions.

how do i build a user journey map? 1. identify the scope of the workshop 2. invite people to participate 3. prepare for the workshop 4. hold start with documenting the practical nature of customers’ steps and then move on to mapping customer thoughts and emotions, much like the standard interview step 1: set a goal for your customer journey mapping workshop step 2: who you gonna call? stakeholders! step 3: prep-work for the customer, virtual journey mapping workshop, customer journey mapping training, customer journey mapping exercise, customer journey exercise, cx journey mapping workshop, customer journey teams, customer journey framework, customer journey map workshop youtube, future-state workshop, future state journey map example.

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