JOURNEY STAGE MAP NEXT STAGE PERSONA: SCENARIO: GOALS & EXPECTATIONS DESIGNED FOR: DESIGNED BY: STAGE NAME: STAGE #: DATE: VERSION: PERSONA: Who is the protagonist in this journey SCENARIO: What is the customer trying to do? GOALS & EXPECTATIONS What is the customer trying to achieve? What does the customer expect? What does the customer fear? STAGE What stage of the journey is this customer at? DOING What is the customer doing? How are they interacting? Where are they physically interactions/touchpoints how are customers interacting? what touchpoints are they using? (web, phone, person, office, bot) where is the customer? what are they doing? NEXT STAGE thinking how much? how soon? who? where? why do i need do this? where do i find? are they good? should i trust? am i being screwed? feeling apprehensive, angry, delighted, resigned, worried, confused, rejected, unsure, annoyed, clueless, sceptical, surprised, bored, disappointed, relieved, optimistic, hopeful, impatient, sad, grumpy, ecstatic, happy, opportunities What opportunities exist to improve this customers experience? What hotspots cause the most pain? Where are customer getting frustrated or slowed down? time Last updated on 21 April 2018 Journey Stage Map Version: 0.1 Designed By: Gar Mac Críosta Agent ∆ for IASA Global This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License. http://creativecommons.org/licenses/by-sa/4.0