WORKSHOP – DESIGN THE EXPERIENCE

Customer Journey Mapping Workshop

One day to see your business through your customers’ eyes. Together, you rebuild their journey step by step: touchpoints, emotions, pain points. Then you turn what you discover into prioritised actions. Your team leaves with a shared view of the customer and a concrete plan to improve their experience.

Duration
1 day
Format
In person · On site
Participants
5 to 10 people
Language
French or English
Book this workshop

Your customer journeys have friction points, but do you know exactly where and why?

Your customers move through your business across dozens of touchpoints. But do you really see what they go through? Pain points pile up, teams work in silos, and satisfaction surveys stack up without leading to action. This workshop gathers the whole team around the same map, to move from a list of problems to concrete solutions, ready to implement.

How the workshop runs

Step 1
Scoping
Define the customer journey to map and the objectives for the day
Step 2
Mapping
Rebuild the stages, emotions, touchpoints and pain points
Step 3
Analysis
Identify moments of truth and opportunities for improvement
Step 4
Ideation
Generate concrete solutions for the priority pain points
Step 5
Action plan
Prioritise by impact and effort, and agree on next steps

What you leave with: a shared view of the customer journey across the whole team

  • A complete customer journey map: stages, emotions, touchpoints, pain points and opportunities
  • Friction points and opportunities for improvement, identified and prioritised
  • An action plan ranked by impact and effort, ready to use in your projects

This workshop is for you if…

  • Your NPS or satisfaction scores have stalled and you are looking for where to act
  • You are preparing to launch a product or service and want to anticipate the customer experience
  • Your teams work in silos and lack a shared view of the customer
  • You have survey results but no clear action plan
Marketing teams Product Owners Digital / Transformation teams CX – Customer Experience

Frequently asked questions

What is a customer journey mapping workshop?

A customer journey mapping workshop is a collaborative working session in which a team visually maps the experience its customers go through, identifies friction points and defines concrete improvement actions.

What is a customer journey?

The customer journey is the full set of stages a person goes through when interacting with your business, from first awareness to after the purchase. Every touchpoint counts: an ad they saw, a website visit, a call to customer service, a delivery, a follow-up email.
Mapping this journey means putting yourself in your customer’s shoes to see what they actually experience, not what you think they experience.

What is the difference between the customer journey and customer experience?

The customer journey describes the stages: what the customer does. Customer experience describes what they feel at each stage: their satisfaction, frustrations and emotions. The two are linked: improving the journey means improving the experience.

Why map the customer journey?

Because what you see from the inside is not what your customers experience from the outside. Mapping reveals hidden pain points, gaps between departments and opportunities for improvement that indicators alone don’t show. It is a decision-making tool as much as a tool for dialogue between teams.

Ready to map your customers’ experience?

Get in touch to organise the workshop in your organisation.

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