Customer Journey Map Workshop Plan
Map the experience across steps.
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Plan a journey mapping workshop. Journey to map and persona: [JOURNEY_AND_PERSONA]. Participants (including customer-facing staff): [PARTICIPANTS]. Existing research: [RESEARCH]. Produce a 3-hour agenda: align on persona and scope (20 minutes); list steps from trigger to outcome (30); fill in for each step what the customer does, thinks, feels, touchpoints, pain points, and opportunities (60); mark moments of truth and emotional highs and lows (20); prioritize opportunities with dot voting (20); define actions (20); close (10). Provide a canvas layout as a table with those rows and the steps as columns, plus materials, facilitator prompts, and rules (use evidence labels: research-based or assumption). Add a follow-up plan to validate assumptions with customers, a template for the final map, and a metrics row (drop-off, satisfaction) to link experience and numbers. Include remote adaptations. Add the pre-work participants must do (bring one real customer story), a materials list, a way to capture disagreements as questions for research, and the template for the map with the row names filled in.
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Journey: first week after buying a standing desk. Persona: Sam, remote worker. Steps: order confirmed; delivery notice; delivery; assembly; first use; adjust height; get help. Step 4, assembly: Does: opens boxes, reads leaflet. Thinks: "Is this the right screw?" Feels: anxious (evidence: three interviews). Touchpoint: printed leaflet. Pain: two similar screw bags. Opportunity: color-coded bags and a QR code to a 3-minute video. Dot vote results: assembly clarity 7 votes, delivery window 4. Action: video brief to marketing by Friday; owner Chen. Evidence tags: research-based or assumption on each note.
Illustrative only, made-up data. Your results will differ and must be reviewed.