Recipe step number
Day 1, Activity 3
Description
Visualizing the path of the customer
Reading Time
3 mins
Overview
Why do this activity?
Itās impossible to tackle complex problems all at once. Using a map helps the group identify key moments to focus in on first, because they are most important/risky.
The "Map" is a simple diagram to visualize the experience (and all the key moments) that your customers go through when using your service.
Here are two videos from Design Sprint agency AJ&Smart that show a streamlined version of the Map activity.
Key tips
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- Take an intricate and messy system and make it into a simple, high-level map.
- Start with key actors on the left and the outcome on the right
- Keep it simple!
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- We spent many sprints going back and forth on whether the map was āCurrent Stateā (identifying problems and paint-points) or āFuture Stateā (ideal state). It can be either! The map is simply a high-level look at the experience as we roughly know it.
- It helps to start with something. Prior to the Sprint you can create a draft starter map with the help of the Decider. Then, simply confirm with the group that it's āon the right trackā.
- Limit revisions and don't spend time striving for perfection.
How to do this activity
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- Introduce the purpose of the Map "this Map is a rough high-level picture. It's not supposed to be comprehensive, just a big picture to help us find an area that deserves our focus."
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- The Guide should lead the conversation
- Supporting Guides make any necessary changes or additions to the Map
Facilitation tips: Avoid unnecessary detail
- If there are big pieces that could be relevant to our topic this is the time to correct or add them.
- It's a mistake to get side-tracked adding small unnecessary details. Guide the group to stay as high-level as possible.
- If no changes are needed that's great! Don't push to add extra things that won't help to choose a focus area.
Here's an example of a completed Map from a real Design Sprint:
