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Journey Mapping 101 Presentation at ProductCamp Boston

ByJ.J. Toothman

Picture yourself embarking on an epic adventure, fraught with twists, turns, and unexpected surprises. Now, imagine that adventure is your customer’s experience with your business. Intriguing, isn’t it? This is the essence of customer journey mapping, a powerful tool that can revolutionize how you view and interact with your customers. Understanding your customer’s journey is no longer a luxury—it’s a necessity. Businesses that prioritize customer journey mapping see a 54% greater return on marketing investment and more than 10x increase in cross-sell and up-sell revenue according to McKinsey.

Journey mapping is a strategic process of capturing and visualizing a user’s experience when interacting with a product or service. It’s a visual representation that depicts the user’s path from their initial contact through the process of engagement, into a long-term relationship.

Last weekend, I had the privilege of leading a session at ProductCamp Boston that introduces Journey Mapping and how to get started with conducting your first journey mapping exercise. My slides are embedded below.

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