Customer Journey Mapping
Customer Journey Mapping helps you create a visual process of what your customers experience when they interact with your organization.
✓ Created by former KPMG & McKinsey consultants
What You'll Achieve with the Customer Journey Mapping Workshop
Real outcomes that transform your team
Visual representation of customer interactions.
Identification of strengths and issues in the customer journey.
Enhanced stakeholder collaboration and communication.
When to Use the Customer Journey Mapping Workshop
Perfect for these situations and team challenges
When customer feedback indicates unmet needs.
To align team understanding of customer interactions.
How the Customer Journey Mapping Workshop Works
A step-by-step breakdown of the workshop process
1Map the customer lane
Facilitator draws the customer swim lane horizontally across the centre of the paper.
2Add customer events
Participants brainstorm typical customer events in chronological order. One event per Post-it.
3Identify stakeholders
Participants list stakeholders (departments, teams, partners) involved in handling the customer. Facilitator adds these as swim lanes above and below the customer.
4Allocate groups
Split participants into smaller groups. Each group takes one stakeholder swim lane.
Key Topics Covered in the Customer Journey Mapping Workshop
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Do it Yourself
Perfect for facilitators, leaders and managers
- Instant access to sample frameworks