How it works
Before you start
Process your research findings as a team
Identify the different kinds of customers from your research
Create an empathy map for each customer type
Step 1: Describe who will be going on the journey on the persona board.
Step 2: Plot out the phases, actions feelings touchpoints and pain points in each phase of the journey.
Step 3: Review the journey as a team and capture any opportunities to improve your customer’s journey.
This activity was contributed by Revenue NSW Customer Experience team