How The Customer Journey Map Canvas Links To The Other Canvas Models
Companies that don’t identify new business opportunities will find themselves playing catch-up to some collection of startups, digital giants, savvy competitors, and aggressive outsiders that will redefine their industries.
Please note: I have put pains only in the box but people will have moments of delight as well as pains.
The benefit of using business modelling is how it shifts thinking within an organization. In particular;
- Reframe competition and opportunities for coopetition – how to create value with new partnerships.
- Create shared value – to create new value with customers and through a digital ecosystem.
- Reimagines value delivery – how to create new value and realise new opportunities.
- Organize to innovate – how to organize in new ways to fulfil new value propositions.
The Sections Of The Customer Journey Canvas Explained
How To Use The Customer Journey Canvas – Step By Step Guide
1. Customer Segment
The most natural way to segment your customer initially is to use your existing data. If you’re a startup then you can use a host of other methods that I cover in my post on customer segmentation.
The principle is often a simple if you are in a B2B service because your customer will often be a person with a job – a relatable title and associated attributes that link them to a company e.g. size of company, sector, location, international vs. national…
For customer experience mapping it is important to at least have an idea of who your customers are. The idea behind this canvas is that you will harness your ideas and work from either the Business Model Canvas or the Lean Business Model Canvas.
The customer journey is not about product research – this is a common mistake or lens that people look at the world. Your goal is to look at what individuals do, think, and feel in a given context.
The idea is to simply reveal touchpoints and the context of those touchpoints. Each context will have layers of information come together during an exchange of value.
Some considerations when planning the customer experience is the setting, environment, location and the touchpoints. A touchpoint is an interaction between an individual and an organization at a given time and within a given environment. The critical part of this is to analyse the circumstances and not just the customer.
As an example of a context, the same person can book and experience a restaurant as follows:
- as a meal out with the family
- as a romantic night out with their partner
- as an opportunity to catch-up with a friend
- as a place to meet a client.
In each case, their emotional state and expectation will differ.
- The meal out with the family might look for a restaurant to provide a choice of meal sizes.
- The romantic night out the table location becomes crucial.
- The catch-Up with a friend might mean a longer stay at the bar before the meal.
- The meeting with a client might call for prompt and efficient service and a good knowledge of wine by the waiter.
There are countless ways context becomes important for customers but too often is ignored.
3. Customer Job(s)
Jobs to be done is an existing framework that helps view value from an individual’s standpoint. Popularized by Clayton Christensen in his book ‘Competing Against Luck‘, the practice looks at why people “hire” products and services to reach the desired outcome.
A quick recap:
- Jobs to be done. These are the important issues people want solving and the needs they are trying to satisfy.
- Pains. These are the barriers, hurdles, and annoyances people have in trying to get a job done. This includes negative emotions and risks they may encounter.
- Gains. These are positive outcomes or benefits the individual desires.
The goal is to identify jobs with high importance that are unsatisfied.
- Conduct some primary research
- Create a model diagram – a. cluster findings and find themes. b. hold a workshop to enable team to collaborate on findings and identify goals. c. Score and prioritize opportunities = importance + satisfaction gap.
- Focus opportunities
4. Customer Gains
The tendency is to move towards a logical view of the world. A lens in which you look for features and benefits and not motivations and desires.
Yet all the research shows that despite how much we like to think we make logical buying decisions, the fact is we don’t. Our experiences, emotions and motivations cloud our judgment. If you want to read more on this a good starting point is Predictably Irrational by Dan Ariely.
Where understanding gains simple snippets and comments can be used to help guide you. Of course, simply asking why is better. On the Customer Journey Canvas, you are simply looking to understand the gains not solve them at this stage – that is for later when developing your value proposition.
5. Customer Stages
Customer experience maps will depend on the context. As a simple illustration, I’ve highlighted how you might label some stages based on a marketing funnel. The dots provide a way to connect and label stages that either exist naturally, or help you in terms of a mental concept, or fit to a process.
Some stages might simply consist of two experiences others may be much longer. If you need to go for longer experiences you can simply pin two Customer Journey Canvas’s side by side to help you – creating a 40 step map.
Experiences are the labels for touchpoints and moments that create an emotional impact. Use these to allocate a simple, but easy to understand, name to each experience.
7. The Experience Scale
The scale is relative to each experience. This section records the impact of the experience. Taken as a journey it becomes easier to identify across the scale the moments that were positive vs negative.
8. Prioritizing The Outcomes
Not all experiences carry the same weight or importance, However, the importance can vary from individual to individual. So while there are some common themes you also need to ensure you have enough data to pick out the outliers.
Prioritizing the outcomes gives you the pains that you can then use to help with the scale on the Value Proposition Canvas – see section 3 earlier on using a Scale Canvas.
Notes/Quotes are useful to capture comments and expressions used by customers. Often these can encapsulate more than any scale and give you a way to communicate the problems to others and in workshops.
Customer Journey Canvas Tips
- Human-centered: Consider the experience of all the people affected by the service.
- Collaborative: Stakeholders of various backgrounds and functions should be actively engaged in the service design process.
- Iterative: Service design is an exploratory, adaptive, and experimental approach, iterating toward implementation.
- Sequential: The service should be visualized and orchestrated as a sequence of interrelated actions.
- Real: Needs should be researched in reality, ideas prototyped in reality, and intangible values evidenced as physical or digital reality.
- Holistic: Services should sustainably address the needs of all stakeholders through the entire service and across the business.
Download The Customer Journey Canvas
A few people have asked for a regular customer journey map templates in pdf format that they can use.
I’ve included these below.