Customer Journey Mapping

Webinar recording, talking your through building your own Customer Journey Map.

LinkedIn:
Ed Biden:   / edbiden  
Hustle Badger:   / hustle-badger  

Product Discovery Course
https://www.hustlebadger.com/courses/...

Articles:
Customer Journey Mapping https://www.hustlebadger.com/what-do-...
Discovery accounting https://www.hustlebadger.com/what-do-...
Design thinking https://www.hustlebadger.com/what-do-...
Jobs To Be Done https://www.hustlebadger.com/what-do-...
Continuous discovery https://www.hustlebadger.com/what-do-...
How to speak to users https://www.hustlebadger.com/what-do-...

More Hustle Badger videos:    / @hustlebadger  

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​Hosted by Ed Biden (Hustle Badger co-founder)

​Customer Journey Maps (CJMs) help you visualise how users experience your product.

CJMs break your users’ journey into steps, and describe what is going on for each step.
They map what your user experiences against what they think and feel.

This is a very powerful way to understand where your user is blocked, and how to help them.

You can create a Customer Journey Map in 7 steps:

1. 𝗗𝗲𝗳𝗶𝗻𝗲 𝘆𝗼𝘂𝗿 𝗮𝘂𝗱𝗶𝗲𝗻𝗰𝗲
Note down the main use cases and motivations that your users have

2. 𝗦𝗲𝗹𝗲𝗰𝘁 𝘁𝗵𝗲 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗴𝗼𝗮𝗹
Define what is the goal the customer is trying to reach in this journey (e.g. buy something)

3. 𝗕𝗿𝗲𝗮𝗸 𝘁𝗵𝗲 𝗷𝗼𝘂𝗿𝗻𝗲𝘆 𝗶𝗻𝘁𝗼 𝘀𝘁𝗲𝗽𝘀
Divide the journey into steps so you can establish the narrative and flow from the users’ point of view

4. 𝗔𝗱𝗱 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘁𝗼𝘂𝗰𝗵 𝗽𝗼𝗶𝗻𝘁𝘀
For each step add all the points that the user touches your product, incl. email, notifications, calls and physical interactions

5. 𝗔𝗱𝗱 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘁𝗵𝗼𝘂𝗴𝗵𝘁𝘀 𝗮𝗻𝗱 𝗳𝗲𝗲𝗹𝗶𝗻𝗴𝘀
For each step add what the customer is thinking and feeling, based on the touch points you’ve just plotted

6. 𝗘𝗻𝗿𝗶𝗰𝗵 𝘁𝗵𝗲 𝗺𝗮𝗽
You can also add further information here, like quantitative analysis, quotes and feature ideas

7. 𝗜𝗱𝗲𝗻𝘁𝗶𝗳𝘆 𝘄𝗵𝗲𝗿𝗲 𝘁𝗼 𝗮𝗰𝘁
Now you can stand back and figure out where you can act to create most value for your users

Full article, incl. FREE Miro + Figma templates here: https://www.hustlebadger.com/what-do-...

​Hustle Badger's full course on discovery: https://www.hustlebadger.com/courses/...

​This event is run by Hustle Badger, which accelerates Product Managers through critical periods in their career:

​Finding a new job

​Starting a new role

​Levelling up at any time


Tags:

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