Customer Journey for LottieFiles

Workshop Structure

Step 1. Build a team: 

Journey mapping is a collaborative process. If we create the map in a silo without involving others, we run the risk that the people whose support us need to get things done post mapping will not believe in it or be passionate about our findings.

Step 2. Prioritise actors and scenarios: Decide whose journey (the actor) and what journey (the scenario) I'm going to mapping ahead of time. Y

Step 3. Gather and share existing research: It’s often beneficial to start with what you already have. Gather and review any existing UX, marketing, analytics, or customer support data related to this journey (ideally to do in the first part of the job), consolidate relevant insights, and identify knowledge gaps. Create a shared repository so everyone on the team has access to the artefacts I've gathered.

Step 4. Assign “homework”: Provide attendees with background reading ahead of the workshop. No matter how much you feel like you have shared, briefed, and campaigned, prime participants one last time before the workshop. Provide relevant background reading, existing research takeaways, and a few open-ended thought-starter questions to mentally prepare participants.