deanpeters/customer-journey-mapping-workshop
Guide journey mapping sessions with pain point identification
by deanpetersFree
Description
customer-journey-mapping-workshop is an interactive skill that runs a journey mapping workshop through adaptive questions. Instead of handing you a blank template, it asks about the actor, the scenario or goal, the journey phases, the actions and emotions in each phase, and the opportunities for improvement. The output is a shared mental model that the whole team can work from. The skill is designed to keep the session on real customer problems rather than on a list of features someone has already decided to build. Typical sessions include mapping new-customer onboarding, the path from trial signup to first value, or the support journey for customers at risk of churning. You give it a persona and a scenario as arguments. The estimated session length is 45 to 90 minutes. It belongs to the workshops and facilitation theme of the product-manager-skills repository on GitHub.…
Highlights
- Adaptive questions instead of a blank template
- Persona, scenario, phases, actions and emotions
- Opportunities and pain points
- Shared mental model for the team
- Sessions of 45 to 90 minutes
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deanpeters/customer-journey-mapping-workshop FAQ
How is it different from the customer-journey-map skill?
This one runs the session through adaptive questions, where the map skill builds the artifact itself.
What does it ask about?
The actor, the scenario or goal, the journey phases, the actions and emotions, and opportunities for improvement.
What do I get at the end?
A shared mental model of the end-to-end experience, with pain points identified.
What sessions is it for?
Onboarding, the trial-to-first-value path, or support journeys for customers at risk of churn.
How long does a session take?
The skill estimates 45 to 90 minutes.
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