CX Journey Mapping Process Diagram

At the end of each CX Journey Mapping Workshop that we run, we hold a brief retrospective, asking attendees to give us feedback. We read every bit of this feedback and use it to improve future sessions.

One common piece of feedback our attendees wish for is the ability to see & understand where in the Journey Mapping process we were as we moved through the workshop.

So, I set out to create a simple, one-page visual illustration of the five phases of the process, along with each phase’s activity steps. Alongside each step there is a visual reminder of which sticky note color is used, also showing an example entry for that step.

CXJM process guide

We now show this graphic at the beginning of the workshop, explaining the five phases that we’re about to tackle. And then during the workshop, we’ll bring it back up to highlight what we’ve just completed, and preview where we’re going next. It serves as a good reminder for not only the workshop attendees, but also the Facilitator in explaining the progression of the steps.

It also stands-alone as a good one page handout. The PDF version is available on the Journey Mapping Toolkit page.

Hacking Journey Board Stands

When journey mapping as a team, we make sure to set up our journey mapping surface at standing height — this results in better collaborative engagement & energy.

This is straightforward to do when mapping directly on a wall on or large-format paper taped to a wall. But, when working with foamboard (my preference), setting the boards up at standing-height is not as simple — note that we like to use the large 4’x8’ foamboards.

Around our office, we have found a couple simple (albeit informal) ways to set foamboards up at a workable height:

How to Build Journey Maps

As you can see in the picture, we will 1) use chairs to prop the foamboard up (one at either side) and lean the top of the board against a wall; and 2) use a whiteboard by setting the bottom edge of a foamboard in the marker tray and leaning the top back like above… we especially like using rolling whiteboards as we can easily set up and move the journey boards where we want them.

But, as we’ve been preparing for our upcoming CX Journey Mapping (CXJM) Workshops, we realized that neither of these approaches are optimal for running a large workshop, in a remote (less predictable) location, with many participants and breakout groups, and a large quantity of mapping boards.

So, I explored hacking together a simple way to set up a large number of journey boards at standing height. The constraints I embraced: the hack had to be 1) cost-effective, 2) easy to build and set up in a remote location, and 3) presentable for a market-facing event. How’s that for a challenge?

After a couple runs to Home Depot and a few prototypes, here’s how the design turned out:

how to build stands for journey mapping

Super simple. Only 3 different easy-to-find parts are required (total part count of 10, with multiples of each). If you have a Home Depot nearby (or equivalent), you can build these in no time. All you need is:

  • Two 6 ½ foot lengths of ¾ inch dia. electrical pipe conduit — note that these come in 10 ft lengths, but I’ve always had luck asking the folks in plumbing to cut them to length on their pipe cutter
  • One 4-pack of rubber leg tips — for end-capping the pipe and providing grip against the floor and wall as appropriate
  • Four 2” spring clamps — for attaching the conduit to the foamboard (at either end like legs)
  • Optional tie wraps — if you’re leaning two boards together for a free-standing a-frame

Here’s a detailed parts list (pdf) with pictures of everything you need. We simply print this out and bring it to the store, and encourage you to do the same.  Happy hacking!

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CX Journey Mapping Supplies Calculator

I want to share a simple tool that we created to figure out how many supplies to order when running large journey mapping workshops — it’s what we call our “CX Journey Mapping Supplies Calculator”.

The background: We’ve been preparing to run a CX Journey Mapping Workshop in DC with over 50 participants expected from the public sector. Exciting.

This is exciting for two reasons: 1) this is the first workshop we’ve run remotely (not in our own Boulder facility); and 2) it’s about double the number of participants we’ve had in a single session before… and we’re anticipating running even larger sessions in the coming weeks.

As such, we needed a way to rapidly and confidently calculate the inventory of supplies required to run such a session. So we created the supplies calculator. Here’s what it looks like:

Journey Map supply calculator

Test drive our CX Journey Mapping (CXJM) Calculator right away with our GoogleDocs version or download the Excel spreadsheet.

Simply enter the number of expected participants and target group size (yellow cells), and voila, it calculates all the supplies you need to order: the number of sticky-note packs, the number of sharpies required, and so on.

So if you have a large group of folks you’d like to introduce to journey mapping, you no longer need to worry about figuring out how many supplies to get — you can concentrate on coaching rather than calculating.

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