taking action:
Think about a product, service, or concept you want to develop or enhance.
- Who is your ideal user/customer?
- How much do you know about their journey – before they use your concept, during, and afterward as well?
- Then spend some time interviewing or observing at least two of your ideal users/customers
- What are their biggest “pain points?”
- Where are their needs not being met?
- Map out their actual journey and their ideal journey
- Identify two possible areas where you could dramatically improve their experience
- Brainstorm on ways that you could do this
What new ideas and insights have emerged?
What action will you take?
Bring the group together and identify your ideal customer.
- Brainstorm on what you think their typical customer journey is is
- Then select a small sample of them and spend time observing and/or interviewing them
- Then re-map your customer journey based on their input AND what their ideal journey looks like
- Identify at least 3 areas where you could dramatically reduce their pain and/or improve their customer experience
- Brainstorm on all the ways you could do this
What actions will you take?
This is a great summary of the journey mapping put together by Megan Grocke of UX Mastery. (only 2.55 mins)
Have a quick look now. What new insights does this spark?