Google Design

Map Making

Map how customers interact with your product. The resulting diagram focuses your sprint and informs prototype choices.

Duration
1.5 hours
Group Size
5-8
Category
Google Design
Difficulty
Easy
Participants will:

  • Visualize the customer journey.

  • Identify key actors.

  • Map customer steps to their goal.

  • Create a shared understanding of the problem.

A customer journey map providing a visual overview and shared understanding of the customer experience.
Keep the map simple; resist adding too much detail. It should fit on one whiteboard and be easily understood. Teams often map multiple customer types/scenarios. Pick ONE primary customer and ONE main scenario. Note other scenarios, but don't map them all. If you did "Ask the Experts" before this, use their insights. The map is complete when someone unfamiliar can understand the journey.

  1. List Actors (15 minutes): Identify people/systems involved. Write each actor on the left. Focus on the main actor (customer). Note supporting actors.

  2. Define the End Goal (10 minutes): What's the customer trying to accomplish? Write the end goal on the right. Be specific and measurable. Ensure it aligns with the long-term goal.

  3. Map the Steps (45 minutes): Map each customer step from left to right. Use simple words and boxes. Keep it high level (5-15 steps). Connect steps with arrows. Include decision points and paths.

  4. Simplify (15 minutes): Review the map. Combine/eliminate redundant steps. Ensure clarity. Verify understanding.

  5. Add Notes (5 minutes): Add sticky notes with questions/concerns. Mark areas of uncertainty.

Unlock Step-by-Step Instructions

Join 2,500+ facilitators who use Workshopr to plan better workshops — free during beta.

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

Join 2,500+ facilitators who use Workshopr to plan better workshops — free during beta.


  • Large whiteboard or multiple whiteboards

  • Dry erase markers in different colors

  • Sticky notes

  • Timer

  • Existing journey maps or user flows (optional)

  • Customer research data (optional)

  • Photos of customer interactions (optional)

Unlock Materials Required

Join 2,500+ facilitators who use Workshopr to plan better workshops — free during beta.

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

Unlock Resources & Templates

Join 2,500+ facilitators who use Workshopr to plan better workshops — free during beta.

Discussion

0/2000
Loading comments...

Related Exercises

See all exercises

Target Selection

30 mins

Focus the sprint on one target customer and a specific moment in their journey. This choice guides your prototype and testing efforts.

Google design

Start at the End

45 mins

The "Start at the End" exercise flips traditional planning. Instead of starting with actions, define what success looks like and work backward. Adapte...

Google design

Ask the Experts

2 hours

Interview stakeholders and subject matter experts to gather insights. Experts share knowledge while the team captures notes and identifies opportuniti...

Google design