March 28th, 2012 / Category: user experience / Permalink
I use Customer Journey Sketchboards (Maps or Blueprints) during the discovery phase workshops. They are the most effective method for portraying a shared understanding of the end-users’ experience. It is also integral for identifying new opportunities for improvement or change.
These can be built with the end-users, or in isolation and then validated later. A great asset for driving conversations, It’s where the rubber hits the road with personas. Once they are created we refer back to them constantly; building User Flows, prototyping and as a context for prioritising user stories.
See http://experiencinginformation.wordpress.com/2010/05/10/customer-journey-mapping-resources-on-the-web/ for a bunch of resources if your interested.
The above example is a good template from http://desonance.wordpress.com/2010/06/16/customer-experience-mapping/
On the surface, its an easy and fairly mechanical process to create one in a workshop although the real challenge is to ensure everyone in the room is engaged by constantly asking “so what have we learnt here?” (which is no doubt very annoying).
A list of “things” that will aid you in drawing out on a Customer Journey Sketchboard can be found at http://www.mycustomer.com/topic/customer-intelligence/customer-journey-mapping/105167
Adaptive path also have a page and video about it – http://www.adaptivepath.com/ideas/essays/archives/000863.php