Can you imagine having only three minutes to create a high-level journey map? Or five minutes to define a touchpoint? Who would ever dream of creating a customer journey map, complete with persona, detailed touchpoints and emotional mapping, in less than an hour? Sound crazy? It is – crazy fun!
Set to a “Speed Dating” theme, speed mapping is an exciting way to learn about customer journey mapping. Participants roll up their sleeves and make a mad rush to complete the various stages during a series of timed exercises. It quickly breaks down the common barriers to learning what may have seemed like an insurmountable task.
Successful Workshop held at Next Gen
Over 80 Customer Experience Professionals attended Speed Mapping at the Next Generation Customer Experience Conference on March 18. They had innocently signed up for a Customer Experience Journey Mapping workshop with no idea of what they were in for – and they were in for a big surprise.
This was no “sit back and listen” session. Having extremely short times to complete several exercises (giant timers flashed on the screen), everyone quickly caught onto the fast pace. They were grouped into “silos”. They completed a high level map. As silos, they detailed one of the touchpoints.
Silos were broken down as groups were joined together to connect their touchpoints into continuous journeys. In just a few short minutes, teams were cooperating, selecting touchpoints to innovate, and finding ways to WOW their customers.
There were journeys everywhere – on tables, easels, floors and walls!
During the final exercise, many groups had 1 minute to present their journeys. The results were amazing. These professionals took touchpoint to new heights and, together, made this workshop a huge success.
Whew! That’s a lot to accomplish in just one short hour!
Remarks from participants:
“I learned I can really do this. This workshop definitely removed my fears.”
“This was fun. We’re going to have a workshop like this when we did back to the office on Monday.”
“That was crazy! I love these tools.”
“I thought I knew journey mapping, but this opened up my eyes to other possibilities. This was enjoyable, contagious, and engaging. Absolutely my favorite session of the conference.”
Images provided by Carol Buehrens