Customer Journey Deep Dive

What participants gain

• Participants will be able to analyze a service blueprint from the customer's perspective.
• Participants will be able to identify pain points and opportunities for improvement in the customer journey.
• Participants will be able to generate actionable insights and recommendations for refining a service blueprint.
• Participants will deepen their understanding of the connection between the service blueprint and the customer experience.

Materials needed

• Service blueprint (printed or digital)
• Markers or pens
• Sticky notes
• Flip chart paper or whiteboard
• Customer journey map template (optional)

How to run Customer Journey Deep Dive, step by step

1. Divide participants into small groups (2 minutes).
2. Assign each group a specific section of the service blueprint to analyze (2 minutes).
3. Instruct groups to focus on the customer journey within their assigned section (2 minutes).
4. Guide groups to identify pain points, opportunities for improvement, and areas for blueprint refinement (15 minutes).
5. Have each group share their findings with the larger group (7 minutes).
6. Facilitate a brief discussion to synthesize key insights (2 minutes).
7. Provide each group with the service blueprint and customer journey map template (2 minutes)
8. Instruct the groups to identify pain points and opportunities for improvement (15 minutes)
9. Share their findings with the larger group. (7 minutes)
10. Facilitate a brief discussion to synthesize key insights. (2 minutes)

Facilitator tips

• Divide participants into groups based on their expertise or interest in specific sections of the blueprint.
• Provide clear instructions and examples to guide the analysis.
• Encourage participants to think from the customer's perspective and consider their emotional journey.
• Circulate among the groups to provide support and answer questions.
• Remind participants to focus on actionable insights and specific recommendations.

Common challenges

• Participants struggle to understand the customer journey: Provide a brief overview of customer journey mapping principles.
• Participants focus on internal processes rather than the customer experience: Remind participants to think from the customer's perspective.
• Groups get stuck on minor details: Encourage groups to focus on the most significant pain points and opportunities.
• Groups struggle to generate actionable insights: Prompt groups with questions like, 'What could we do differently to improve this experience?'

Running it virtually

Use breakout rooms in Zoom or Teams to facilitate small group discussions. Provide a digital whiteboard or shared document for each group to capture their findings. Use screen sharing to allow groups to present their results to the larger group.

Expected results

Participants will identify specific pain points and opportunities for improvement within the service blueprint by analyzing the customer journey. They will generate actionable insights and recommendations for refining the blueprint to enhance the customer experience.

Build a session around Customer Journey Deep Dive

METODIC drops Customer Journey Deep Dive into a complete session plan with timing, materials, worksheets, and a facilitator guide — for any workshop, meeting, or team session.

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