1. 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.