A big mistake that many organisations make when they try to map the customer journey is that they stick too close to their own perspective.
The result may be a customer view of their process map, but it’s not a true customer journey map.
Why not? The tell-tale problems are:
- Too much detail
- Ignoring context in customer’s life
- Focused on products, processes & touchpoints
- Starting too late in the journey
- Finishing too early in the journey
How can we overcome this tendency to let the inside-out view dominate? The best way is to use qualitative research and allow customers to lead the creation of the journey map.
User stories are a really useful tool to make sure you approach the journey with the right mindset. They’re normally written in the form
As a__________ I want to__________in order to__________.
Doing this will allow you to stretch your view of the journey, so that you start when the customer became aware of their need, not when they first got in touch with you. This more accurately reflects the customer experience, and opens up opportunities for innovation.
It also puts the customer’s goal (not your product) front and centre. This helps you to make sure that the experience you design is addressing the right problem, and opens you up to the possibility of solving it in new ways.
“People don’t want to buy a quarter-inch drill, they want a quarter-inch hole.”