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Level up your journey mapping skills
Level up your journey mapping skills
Expert tips on the most common questions when journey mapping
17 articles in this collection
Written by
Sabina Persson
Case Study #1 How to capture the customer context
Does mapping only the touchpoints help us understand and meet the needs of the customer? Or discover new opportunities?
Written by
Sabina Persson
Updated over a week ago
Case Study #2 Implementing a new digital channel (chatbot)
Scenario: Online retailer
Written by
Sabina Persson
Updated over a week ago
Case Study #3 Stepping into your customer's shoes
The importance of finding the moments of truth in a patient journey
Written by
Sabina Persson
Updated over a week ago
Case study #4 Where does the customer journey start and end?
Scenario: Moving house, energy company
Written by
Sabina Persson
Updated over a week ago
Create themes and storylines in a customer journey map - a great way to convey your message
Connecting insights, pains, and solutions by creating a vertical storyline in a customer journey map.
Written by
Sabina Persson
Updated over a week ago
How do I convince people not experienced with journey mapping to use tools - like sophisticated ones like Custellence?
Written by
Sabina Persson
Updated over a week ago
Should I draw a third customer journey to bridge the gap between the “as-is” and the “to-be” map?
Written by
Sabina Persson
Updated over a week ago
Is it right or wrong to use assumption based improvements and test them in a pilot setting?
How much customer research is enough in a customer journey map?
Written by
Sabina Persson
Updated over a week ago
How do I get the different detail levels right in a customer journey map?
When should you dig deep into the steps in customer journey, and when is a higher level of detail enough?
Written by
Sabina Persson
Updated over a week ago
How do you manage stakeholders to create a successful journey mapping environment?
Here are some key take-aways on how to make sure to involve the right people and succeed with your journey mapping.
Written by
Sabina Persson
Updated over a week ago
What is the difference between steps and actions in a customer journey map?
Phases, steps, situations or activities – how do I define what takes place in a customer journey?
Written by
Sabina Persson
Updated over a week ago
How do I drill down and link maps?
Avoid making a super-detailed map with every step in the journey - that will result in a big hairy monster of a map! Instead, do this.
Written by
Sabina Persson
Updated over a week ago
Should I put all touchpoints in a single lane or do I put them all in separate lanes?
Here is a piece of really good advice on how to deal with all your different touchpoints in a journey map.
Written by
Sabina Persson
Updated over a week ago
Who should own the customer journey?
And who should be responsible and accountable for it?
Written by
Sabina Persson
Updated over a week ago
How do I deal with a customer journey that has multiple paths?
Written by
Sabina Persson
Updated over a week ago
How do I deal with customer situations that I can't connect to any current touchpoints?
How do we deal with the fact that a customer sometimes has a need or wants to do something that we as an organization can't meet?
Written by
Sabina Persson
Updated over a week ago
I have several primary customers, how do I map their customer journeys?
Should you make one map with multiple journeys, or separate maps for each customer segments? Here are the answers.
Written by
Sabina Persson
Updated over a week ago