═══════════════════════════════════════════════════════════════ DISCOVERY WAYPOINT — CUSTOMER JOURNEY MAP Current-state journey map | 90–150 min | 6–15 people | Difficulty: Moderate discoverywaypoint.com/techniques/customer-journey-mapping ═══════════════════════════════════════════════════════════════ BEFORE YOU START Persona / segment: ______________________________________ Journey boundary (start → end): ________________________ Date: _______________ Facilitator: _____________________ Evidence available (interviews, data, observations): _____ Decision this map must inform: _________________________ ⚠ Use ONE customer segment per map. A composite persona produces a map no one recognizes. If no evidence is available — run interviews first. ─────────────────────────────────────────────────────────────── STEP 1 — SCOPE + PERSONA [0–20 min] ─────────────────────────────────────────────────────────────── Persona name / description: ____________________________ Primary goal in this journey: __________________________ Journey starts when: ___________________________________ Journey ends when: _____________________________________ Stages for this journey (fill in, then adjust): [ ] → [ ] → [ ] → [ ] → [ ] ─────────────────────────────────────────────────────────────── JOURNEY MAP CANVAS [20–110 min] ─────────────────────────────────────────────────────────────── Complete each swim lane across your stages. STAGES | Stage 1: _______ | Stage 2: _______ | Stage 3: _______ | Stage 4: _______ | Stage 5: _______ ─────────────────────────────────────────────────────────────────────────────────────────────────────────────── TOUCHPOINTS | | | | | (channels, | | | | | interactions) | | | | | ─────────────────────────────────────────────────────────────────────────────────────────────────────────────── CUSTOMER JOBS | | | | | (what they're | | | | | trying to do) | | | | | ─────────────────────────────────────────────────────────────────────────────────────────────────────────────── PAIN POINTS | | | | | (evidence- | | | | | anchored) | | | | | ─────────────────────────────────────────────────────────────────────────────────────────────────────────────── EMOTIONS | 😤 😕 😐 🙂 😊 | 😤 😕 😐 🙂 😊 | 😤 😕 😐 🙂 😊 | 😤 😕 😐 🙂 😊 | 😤 😕 😐 🙂 😊 (circle one) | | | | | ─────────────────────────────────────────────────────────────────────────────────────────────────────────────── BACKSTAGE | | | | | (processes, | | | | | systems, | | | | | policies) | | | | | ─────────────────────────────────────────────────────────────────────────────────────────────────────────────── OPPORTUNITIES | | | | | (vote with | | | | | dots) | | | | | ─────────────────────────────────────────────────────────────── STEP 4 — PRIORITIZE INTERVENTIONS [110–150 min] ─────────────────────────────────────────────────────────────── 3 votes each. Place on the opportunities worth acting on first. Opportunity | Votes | Stage | Owner | Next step | Date _____________________________ | ___ | _____ | _____ | _________ | ____ _____________________________ | ___ | _____ | _____ | _________ | ____ _____________________________ | ___ | _____ | _____ | _________ | ____ _____________________________ | ___ | _____ | _____ | _________ | ____ ─────────────────────────────────────────────────────────────── EVIDENCE QUALITY CHECK ─────────────────────────────────────────────────────────────── ☐ Each pain point is anchored to a quote or data point ☐ We used one customer segment, not a composite ☐ Backstage causes are mapped to frontstage symptoms ☐ At least 3 opportunities have named owners ☐ The map was built from evidence, not from internal opinion Full facilitation guide: discoverywaypoint.com/techniques/customer-journey-mapping Discovery Waypoint — discoverywaypoint.com