From 5 to 50
1. Specify the customer-facing issues
Over the years, I’ve run customer journey mapping workshops that involved as few as 5 to as many as 30 participants. I’ve had spectacular results and ones that left something to be desired. I’ve learned a few key lessons that have helped me become successful.
If you can answer these questions before you kick-off the exercise, you’ll have much higher odds of getting actionable outcomes from running your own exercises.
- Specific: how do we improve conversions on our site for new purchasers
- Non-specific: how do we optimize our site e-commerce experience
Specificity is critical. Being specific doesn’t mean being narrow, just focused. From years of doing these exercises, I’ve realized that this helps in all aspects from facilitation to finding insights, but most of all in getting the right people to participate, and tell them why we really need them.