Using a Customer Journey Map - follow up story
Overcoming product challenges with a customer journey map
What happened after writing a recent Product Management IRL article? These insights are for premium subscribers to Product Management IRL.
This week’s backstory is about a recent case study on a product team without a customer journey map:
What Prompted this Article?
Zac Lyons invited me to discuss a product management challenge. I told him about a customer experience problem that engineering couldn’t reproduce. Zac asked what I’d do differently if I could do it again.
At that time I had not learned about customer journey maps. It took some time to define the customer experience and build cross-functional relationships before solving the customer problem.
I’ve had doubts about the value of a customer journey map. I’ve not seen product teams using the customer journey map. It is only used for new hires and customers who want an overview of how to use the product.
I appreciated customer journey maps as a communication framework. Below are some of the benefits of a customer journey map.
What Happened After this Article?
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