Customer Journey Map
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Define how you believe customers use your product.
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Test how you can improve the usability/onboarding of new/existing feature
What is a Customer Journey Map?
A Customer Journey Map is a way of mapping out your customers' journey/experiences, trying to achieve their goals using your product.
In this platform you would use it to define the persona's assumed journey, when they are attempting to perform a task.
Also validate the Customer Journey Map in usability tests to see if a feature could be built to enable them to perform the task more efficiently.
Opportunities are structured as follows:
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User Persona
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Customer Journey
- Journey Phase (e.g. Onboarding)
- Phase Action (e.g. Sign Up)
- Other Phases ...
- Journey Phase (e.g. Onboarding)
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Customer Journey
- Other Personas ...
How would I use a Customer Journey Map?
To use a Customer Journey Map, you'd follow these steps:
- Define a Desired Outcome.
- Define an Opportunity.
- Define a Persona
- Define a Customer Journey Map (including the phases, actions and mindsets)
- Conduct research to identify to refine the Journey Map (to actual steps they take to complete the task)
- Use the validated Journey Phases/Actions as User Requirements to create several product concepts, then usability test them with customers.
- Define the 'Effort' Priority Factor
and assign a score to the Opportunity Effort7
Define a Journey Phase
To define a Journey Phase:
- Sign in to your account.
- Expand the you want to add the Journey Phase to.
- Expand the OP-1 (Opportunity view) you want to add the Journey Phase to.
- Expand the view.
- Click the (Persona Dashboard button) of the Persona
- Expand the view.
- Enter a phase in the Add Phase + Enter field and press the Enter key
Update a Journey Phase
To update a Journey Phase:
- Sign in to your account
- Expand the for that Journey Phase.
- Expand the OP-1 (Opportunity view) for that Journey Phase.
- Expand the view.
- Click the (Persona Dashboard button) of the Persona
- Expand the view.
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Click the (Edit button) of the Journey Phase.
You will see a popup dialog box with title 'Edit Journey Phase':
Edit Journey PhaseTitleMarket SizeDescriptionNo Description YetWeight1Color - Apply your Changes.
- Finally, click Update button.
Note: The Journey Phase will be updated immediately.
Delete a Journey Phase
To delete a Journey Phase:
- Sign in to your account.
- Expand the for that Journey Phase.
- Expand the OP-1 (Opportunity view) for that Journey Phase.
- Expand the view.
- Click the (Persona Dashboard button) of the Persona
- Expand the view.
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Click the (Delete button) of the Journey Phase.
You will see a popup dialog box with title 'Delete Journey Phase':
Delete Journey PhaseTitleAre you sure you want to delete this Journey Phase?WarningThis Journey Phase will be permanently deleted - Finally, click Delete button.
Note: The Journey Phase will be deleted immediately.
Define an Action Mindset
To define an Action Mindset:
- Sign in to your account.
- Expand the you want to add the Action Mindset to.
- Expand the OP-1 (Opportunity view) you want to add the Action Mindset to.
- Expand the view.
- Click the (Persona Dashboard button) of the Persona
- Expand the view.
- Enter a mindset (e.g. happy, frustrated, etc) in the Add Mindset + Enter field and press the Enter key
Update an Action Mindset
To update an Action Mindset:
- Sign in to your account
- Expand the for that Action Mindset.
- Expand the OP-1 (Opportunity view) for that Action Mindset.
- Expand the view.
- Click the (Persona Dashboard button) of the Persona
- Expand the view.
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Click the (Edit button) of the Action Mindset.
You will see a popup dialog box with title 'Edit Journey Mindset Type':
Edit Journey Mindset TypeTitleMarket SizeTooltipNo Tooltip Yet - Apply your Changes.
- Finally, click Update button.
Note: The Opportunity will be updated immediately.
Delete an Action Mindset
To delete an Action Mindset:
- Sign in to your account.
- Expand the for that Journey Phase.
- Expand the OP-1 (Opportunity view) for that Journey Phase.
- Expand the view.
- Click the (Persona Dashboard button) of the Persona
- Expand the view.
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Click the (Delete button) of the Action Mindset.
You will see a popup dialog box with title 'Delete Journey Mindset Type':
Delete Journey Mindset TypeTitleAre you sure you want to delete this Action Mindset?WarningThis Action Mindset will be permanently deleted - Finally, click Delete button.
Note: The Action Mindset will be deleted immediately.
Define a Phase Action
To define a Phase Action:
- Sign in to your account.
- Expand the you want to add the Phase Action to.
- Expand the OP-1 (Opportunity view) you want to add the Phase Action to.
- Expand the view.
- Click the (Persona Dashboard button) of the Persona
- Expand the view.
- Expand the for that Phase Action.
- Enter an action/step in the Add Action + Enter field and press the Enter key.
Update a Phase Action
To update a Phase Action:
- Sign in to your account
- Expand the for that Journey Phase.
- Expand the OP-1 (Opportunity view) for that Journey Phase.
- Expand the view.
- Click the (Persona Dashboard button) of the Persona
- Expand the view.
- Expand the view for that Phase Action.
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Click the (Edit button) of the Phase Action.
You will see a popup dialog box with title 'Edit Edit Journey Phase Action':
Edit Journey Phase ActionTitleMarket SizeDescriptionNo Description YetMindsetHappyUsabilityColor - Apply your Changes.
- Finally, click Update button.
Note: The Opportunity will be updated immediately.
Delete a Phase Action
To delete a Phase Action:
- Sign in to your account.
- Expand the for that Phase Action.
- Expand the OP-1 (Opportunity view) for that Phase Action.
- Expand the view.
- Click the (Persona Dashboard button) of the Persona
- Expand the view.
- Expand the view for that Phase Action.
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Click the (Delete button) of the Phase Action.
You will see a popup dialog box with title 'Delete Journey Phase Action':
Delete Journey Phase ActionTitleAre you sure you want to delete this Phase Action?WarningThis Phase Action will be permanently deleted - Finally, click Delete button.
Note: The Phase Action will be deleted immediately.