Looking at the completed map, encourage your team to discuss and align on core observations (and take notes: they’ll come in handy on your final half day). At the end of the process, you should have something like this: Start by filling in the first row together, so everybody understands the process, then do each row individually (15–20 min). Using Post-its, ask each participant to fill in parts of the map grid with available information. Have all participants take turns presenting their empathy mapįacilitate group discussions where interesting points of agreement or disagreement appear Using the personas and data available, have each team member map their observations onto sticky notes and paste them on the relevant section of the empathy mapping canvas Offer a quick summary of the customer persona you’ll be referring to throughout the session Using the one-two sentence description you defined on Day 1, explain the goal and scope of the workshop and the activities it will involve Introduce yourself and your participants to one another Follow the framework below to go from zero to a completed draft of a map in just under 2 hours. This is the most interactive (and fun) part of the process. An example of a customer journey map template with different stages and themes Step 2: run the workshop
