IDEO

IDEO-Journey Map Creation

Journey Maps help you strategize for key moments in a product or service. Identify opportunities by visualizing the customer's experience.

Duration
1 hour
Group Size
4-8
Category
IDEO
Difficulty
Easy
Participants will visualize the customer experience, identify key touchpoints, and strategize engagement moments. They will also map the user flow.
A completed journey map visualizing the user experience and providing a foundation for improvement.
Focus on the most critical moments. This is a high-level view, not a detailed storyboard. Keep it simple with 3-5 key touchpoints. It's easy to get bogged down in details, so keep the team focused on the overall journey.
This framework helps you think through key customer moments. Consider how customers become aware of your solution, decide to try it, and engage with it. Think about how they might become repeat users and how the solution impacts their life. A Journey Map visualizes the customer's experience from beginning to end.

Steps:

  1. Start with a seed idea for your solution. It could be from a brainstorm or a rough prototype.

  2. Write a 1-2 word headline for the core engagement moments on a Post-it. This is a snapshot, not a detailed storyboard. For example: "First exposure to the product."

  3. Note any other key moments. What happens before and after the core moments?

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For Facilitators

  • Review participant profiles and expectations
  • Prepare all materials and supplies
  • Test technology and room setup

For Participants

  • Complete pre-session survey
  • Review background materials
  • Prepare examples or case studies

Unlock Pre-Work Requirements

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  • Pens

  • Paper

  • Post-its

  • Markers

Unlock Materials Required

Create a free account to access step-by-step instructions, agendas, and resources for all activities.

  • Facilitator Guide (PDF)
  • Participant Workbook Template
  • Presentation Slides
  • Printable Materials

Unlock Resources & Templates

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