Customer Journey Mapping 101: Building a Map in Real Time

Are you new to customer journey mapping or looking to refine your skills? In this hands-on session, we guide you through the process of creating a customer journey map from scratch, using a real-life example of a car subscription service. Whether you're just starting out or looking to take your mapping skills to the next level, this webinar will provide you with actionable insights and techniques. 00:00 — Intro 02:46 — Main customer journey mapping concepts 05:55 — Case introduction: meet Emma 09:10 — How to identify stages 13:18 — Customer journey sections (swimlanes) 16:20 — Building a journey map in real time step by step 17:05 — Stage 1: Learning about service 24:31 — Stage 2: Considering usage 27:00 — Stage 3: Creating an account - Signing up 30:34 — Stage 3: Creating an account - Onboarding 32:37 — Stage 3: Creating an account - Payment 34:35 — Stage 4: First car usage 37:30 — Stage 5: Swapping cars 41:00 — Stage 6: Subscription renewal or cancellation 44:25 — Why storyboard is important 47:44 — Ideation exercise 54:03 — Finished map overview 56:16 — How to turn your journey map into actions 58:10 — Summary USEFUL LINKS 🤓 Journey mapping sources for beginners — https://uxpressia.com/blog/mapping-so... 📚 Learn UXPressia's tips and best practices for journey mapping collaboration — https://uxpressia.com/blog/journey-ma... 📄 Interview with Emma — https://bit.ly/3Na4jXC ❔ Ready to check out UXPressia yourself? — https://uxpressia.com/customer-journe... Sign up for a free demo here 👉 https://uxprs.typeform.com/to/AI4CQg?... Creative Minds by Bensound | https://www.bensound.com Music promoted by https://www.free-stock-music.com