Customer journeys
Capture your end user’s wants and needs
A customer journey helps to reflect the context and underlying choices of the user. You can map a micro journey (where you zoom in on part of a bigger journey) or macro journey (where you take a look at the whole journey), depending on which part you focus on in the project. You see and treat services as a series of connected actions or events rather than as separate touchpoints. From the customer’s perspective, each interaction is important and influences their perception, expectations, and subsequent decisions.
Timing
60 – 90 mins
Participants
Project team (2 – 8)
What do you need?
Template, markers, personas & post-its
