Customer experience maps

This document presents a cognitive representation of the interactions that transpire amongst the various actors involved in and surrounding your product.

It fulfills two primary functions: firstly, it facilitates a shared understanding within the team regarding the actual activities undertaken by your customer in relation to the utilization of your product (or the product you intend to develop). Secondly, it serves to dispel any preconceived notions or inaccurate mental models pertaining to the actions and behaviors of your customers.

The experience map is the parent of the journey map. The former focusing on all the actors and interactions between them, while the latter focuses on one actor’s journey at a time.

Use the method described in Continuous Discovery Habits.

Sample: