Gartner Research

How Customer Journey Mapping Workshops Can Improve Product Experiences

Published: 06 September 2019

ID: G00387976

Analyst(s): Michael Chiu , Jessica Ekholm


A thorough understanding of customers’ product experiences is a challenging but essential task. Product managers should use customer journey maps and organize a customer journey mapping workshop to lessen the complexity and deepen their knowledge of customers.

Table Of Contents
  • Key Challenges



  • Step 1: Prepare the Customer Journey Mapping Workshop
    • Get Approval and Buy-In
    • Choose Attendees
    • Build Personas
    • Select the Customer Journey to the Map
    • Collect Data and Insights
    • Set the Agenda
  • Step 2: Administer the Customer Journey Mapping Workshop
    • Practice With the CJM Template
    • Map the Customer Journey for Your Product
  • Step 3: Validate and Cement CJM as a Continuous Tool for Product Experience Improvements
    • Use the CJM to Inform the Prioritization of Product Investments

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