Journey Mapping 9 Frequently Asked Questions

Journey Mapping: 9 Frequently Asked Questions

Journey maps are a great tool to create organizational alignment on the holistic customer experience. In our workshop-style journey-mapping course, attendees have raised several thoughtful questions about journey mapping. This article answers nine such common questions.


1. How many customer-journey maps do I need? Do I need a customer-journey map for every persona or customer segment?

There is no hard and fast rule for how many journey maps you should create. Journey mapping, as a process, is beneficial because it creates a shared vision among team members. In general, the more focused your customer journey map is, the better. Journey maps that focus on one persona in one scenario...


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