For example, you can compare experiences of different customer groups or map out employee experience at the same moment of the service processes.

Sometimes it makes sense to combine various perspectives into one map. Just ask yourself what happens in step ‘xyz’? How does the persona actually get there? Step 2: Choose a personaĪ journey map should focus on the main actor, such as a group of customers or employees.

– Marc Stickdorn, Smaply’s Co-Founder & CEOĪfter that, it’s easier to zoom in on single steps of a journey. ➡️ Tip for beginners If you’re unsure how detailed a journey map should be and how many steps it should include, start with a high-level journey map to get an overview of the entire journey. In other words, the first step to making an effective customer journey map is to decide how far you want to zoom in or out of the experience you are illustrating. If your goal is to work on a specific idea or a challenge, concentrate on customer needs and how your idea connects with them. If you want to focus on one step of a higher-level journey, build a more detailed user journey map. You can use them to plan your research, manage multiple projects and teams, or to align different detailed journeys. For example, high-level journey maps provide an overview of an end to end experience. When you’re creating a customer journey map, it’s important to define its scale and scope. Step 1: Define a scope for your journey map

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