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Hi, Im Megan Grocki from Madpow, and today I will be showing you how to create customer journey maps. Journey maps are a visual interpretation of an individuals relationship with an organization, service, product or brand, over time and across channels. A journey map helps us explore answers to the what ifs that arise during research and conceptual design. They should include items like personas; a timeline; the emotions being felt by customers; touchpoints, and channelswhere the interactions are taking place. So how does one create a customer journey map? There are nine key steps. Number 1. Review goals for the product or service. Number 2. Gather our research. Some of my favorite research methods include customer interviews, contextual inquiry, customer surveys, customer support logs, web analytics, social media, and competitive intelligence. Number 3. Generate a list of customer touchpoints, and the channels on which those touchpoints occur. For example, the touchpoint could be
