Getting Started With Customer Journeys
A workshop to help you make customer journeys a part of your design toolset. When we’re done you’ll walk away with examples of what they can do, methods to crank them out in various scenarios, and hands-on experience of doing them as a group with guidance and critique along the way.
We’ll break the time into rough halves (with a bio break in-between.) I’ll spend the first half talking about what journeys can help teams accomplish, where they work well, and how they contribute to iteration and collaboration. We’ll do small exercises around goals, audiences, actions, and more. The emphasis will be on tactical approaches, getting beyond ‘blank sheet syndrome,’ and the little things that can hinder the process. We’ll use explicit examples of problems and work on them with an eye to the second half of the workshop.
The second half of our time together will be focused on group exercises creating a customer journey. Small groups will take apart problems we’ve agreed on and put them back together with help from each other and myself going from group to group. We’ll take breaks to share work, critique, and discuss what the teams have created.
At the end I’ll close out with a few words and some spirited Q&A, and some links, tips and worksheets to help you make your own.
About Boon Sheridan
Based in Boston, MA, Boon shares his experience in content strategy, customer journeys and information architecture (among other things) with clients around the globe. Over the last twenty years Boon has had job titles like site producer, content specialist, information architect, interaction designer, user researcher, stage manager, and voice-over actor. He’s done work for companies like Procter & Gamble, NASDAQ, CVS, IHG, MathWorks and more.