マーケティング・営業

Customer Journey Map: See the Experience, Find What to Fix

For the team improving a service, opened when you need to find where the experience breaks down. The centre of the whiteboard is a grid of five stages, from awareness to growing use, crossed with actions, feelings, touchpoints, and fix ideas; around it sit a frame for the persona and scope, a quadrant for ranking fixes by impact and effort, and a frame for the evidence behind each cell. The task board runs from research to mapping to choosing fixes, and starts with four parent tasks - scoping, gathering input, filling the map, and acting on the gaps - each with its own subtasks.