Coming soon
Customer Journey Map
DiscoveryComing soonWalk through an experience stage by stage — what the customer does, thinks and feels — and find where it breaks.
- 60–90 min
- 3–8 participants
- In person
By FlipLab
From the FlipLab library
Objective
See the whole experience end to end, and the moments that matter most.
When to use it
When a service spans several teams or channels and nobody holds the whole picture.
Outcome
A journey laid out in stages, with touchpoints, emotions and the opportunities in each.
Preparation
A long wall or board, a persona, research data, and sticky notes in several colours.
Steps
- 1
Set the scope10 min
Pick the persona and the start and end of the journey.
- 2
Name the stages10 min
Lay out the stages left to right.
- 3
Fill each stage40 min
Actions, touchpoints, thoughts and the emotional curve.
- 4
Spot the opportunities20 min
Mark the pain points worth fixing first.
Facilitator tips
- Draw the emotional curve last — it pulls the whole map together.
- Invite someone from support: they know where it hurts.
Related exercises
Explore- Coming soon