A comprehensive guide to running an effective customer journey mapping workshop

Explore our essential step-by-step guide to conducting a successful customer journey mapping workshop. Learn how to gather the right team, set clear objectives, and turn insights into actionable strategies for improving customer loyalty and satisfaction.

A team having a customer journey mapping workshop.

Have you ever wondered why some businesses succeed in gaining customer loyalty while others struggle? The answer frequently lies in how well they understand their customer journey.

The customer journey is a series of steps that customers go through when interacting with your brand, starting from initial awareness all the way to becoming a loyal customer.

An effective journey mapping workshop plays a crucial role in this process. It brings together key players in your organization to strategize how to improve customer experience. It allows you to dissect customer interactions, pinpoint problem areas, and brainstorm solutions. The goal? To ensure your customer's journey is as seamless as possible, setting your business up for success.

Preparing for the workshop

  • Identify stakeholders and their roles: The first step in running a successful customer journey mapping workshop is gathering the right people in the room. Make sure the representation from marketing, customer support, and UX design is present. Each of these departments can contribute unique insights into different stages of the customer journey.
  • Set clear meeting objectives and agenda: Don't let your meeting turn into an unstructured brainstorming session. Prepare an agenda outlining the discussion points  — from defining customer personas to analyzing current customer journeys.
  • Gather and share existing research: Check if your company has already conducted some form of customer research. Pool these resources into a shared repository — using Craft for this can make it effective and visually impactful. Having these resources ready can save you time, making sure everyone is on the same page.

Customer journey mapping workshop templates

Running journey mapping workshops

Now that you're well-prepared, it's time to focus on the main event: the workshops. This is where your planning transforms into actionable insights. Here's how to ensure your customer journey mapping workshop is as effective as possible:

  1. Remind everyone of the session's objectives: Start the workshop by reminding everyone of the purpose of the meeting, stating its main goal and objectives. In a customer journey mapping workshop, the main aim is usually to better understand the customer journey so you can identify potential areas for improvement. Having a shared understanding of the meeting’s purpose helps keep everyone focused.
  2. Define customer personas: The first order of business is to get a deep understanding of who your customers are. You'll want to go beyond simple demographics and dig into behavioral patterns, needs, desires, and pain points. Use pre-existing research to inform this discussion and help create a multifaceted view of your typical customer. The clearer and more detailed your personas are, the better your subsequent discussions will be.
  3. Conduct a current state map: Before you can talk about improvement, the participants need to understand the current state of affairs. Take the time to go through each stage of your existing customer journey. You can use visuals like flowcharts or diagrams to illustrate the customer’s path. Discuss the strong points where your customers seem happy, as well as the bottlenecks or points of friction where they struggle.
  4. Identify pain points and opportunities for improvement: Open the floor for everyone to discuss areas where they think customers are facing challenges or where the journey could be improved. Encourage the participants to use data or specific examples to back up their suggestions. Make a list of these points, as they can become a foundation for the action plans you develop later.

Refining your customer journey map

Once the workshop is over, the work has just begun. The task is now to translate the discussions and insights from the meeting into actionable changes. Here's how to do that:

  • Share ideas and assign responsibilities: Once the meeting wraps up, it's time to compile all the ideas into a detailed report in Craft. Sharing this document with all involved parties will make sure that everyone is aligned and clear on what the next steps are.
  • Continue to refine your process: Perfecting the customer journey isn't a "set it and forget it" situation. It's an ongoing process that requires consistent review and updates. As you gather more insights from customer interactions and analytics, be prepared to refine your strategies accordingly.

By following these steps, you're not only setting the stage for immediate improvements but also establishing a framework for sustained growth and enhancement in your customer experience.

Tips for successful journey mapping workshops

Mastering your customer journey mapping workshops comes from developing and implementing the right strategies. From meeting size to open communication, each element contributes to the meeting's success. Here are some practical tips to make your next customer journey mapping workshop truly impactful:

  1. Manage group size and dynamics: Too many cooks can spoil the broth. Keep the meeting size manageable.
  2. Stay focused: It's easy to veer off-topic. Stick to the agenda to ensure productive conversations.
  3. Foster effective communication and collaboration: Promote open dialogue and listen to every stakeholder during the meeting. Ensure everyone's voice is heard.
  4. Time management: Efficiently manage the time, making sure you cover all topics without prolonging the meeting. This will keep participants focused and engaged.


Running an effective customer journey mapping workshop can make the difference between a one-time transaction and a lifelong customer. With careful preparation, a focus on data-driven insights, and the right set of participants, you can create an effective roadmap for continuous improvement.

A successful customer journey is an ever-evolving process that benefits from consistent attention and innovation. That's why it's crucial to turn insights from these sessions into action and get started on elevating your customer experience.

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