Customer Journey Mapping 101: Building a Map in Real Time

Are you new to customer journey mapping or looking to refine your skills? In this hands-on session, we guide you through the process of creating a customer journey map from scratch, using a real-life example of a car subscription service. Whether you're just starting out or looking to take your mapping skills to the next level, this webinar will provide you with actionable insights and techniques.

00:00 — Intro
02:46 — Main customer journey mapping concepts
05:55 — Case introduction: meet Emma
09:10 — How to identify stages
13:18 — Customer journey sections (swimlanes)
16:20 — Building a journey map in real time step by step
17:05 — Stage 1: Learning about service
24:31 — Stage 2: Considering usage
27:00 — Stage 3: Creating an account - Signing up
30:34 — Stage 3: Creating an account - Onboarding
32:37 — Stage 3: Creating an account - Payment
34:35 — Stage 4: First car usage
37:30 — Stage 5: Swapping cars
41:00 — Stage 6: Subscription renewal or cancellation
44:25 — Why storyboard is important
47:44 — Ideation exercise
54:03 — Finished map overview
56:16 — How to turn your journey map into actions
58:10 — Summary

USEFUL LINKS
🤓 Journey mapping sources for beginners — https://uxpressia.com/blog/mapping-so...
📚 Learn UXPressia's tips and best practices for journey mapping collaboration — https://uxpressia.com/blog/journey-ma...
📄 Interview with Emma — https://bit.ly/3Na4jXC

❔ Ready to check out UXPressia yourself? — https://uxpressia.com/customer-journe...

Sign up for a free demo here 👉 https://uxprs.typeform.com/to/AI4CQg?...

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