This CX Mini Masterclass is the second of a 3-part installment on the topic of the customer journey mapping. Show host and CX expert Julia Ahlfeldt shares practical tips and ideas for how to prepare for journey mapping, including planning what data sources you'll need and how to structure your mapping team. This episode will help you lay the foundation for a successful journey mapping effort that will yield the best possible outcomes.

Set the stage for customer journey mapping

People often want to dive straight into journey mapping, and that enthusiasm is great, but if you want to get the most our of your journey mapping efforts, it's best to do a bit of preparation. The good news is that this preparation is fairly straightforward, and needn't be overwhelming. Here are the steps you need to take to prepare for building a great journey map.

Note that these steps assume that you've already decided on the type of journey map that you are looking to create. If you haven't already done that, but sure to go back and check out episode 18, and the show notes, which will help you clarify which type of map is best suited for your needs. Once you've sorted that out, you can roll up your sleeves and get planning.

Identify whose journey you are mapping

Journeys are about the experiences of the end user. You want to create a visualization of experiences from the customer's perspective, not the company's. To do this, it's imperative that you identify a user. This could be a fictional representation of the larger customer base or a particular segment. I suggest making this "customer" real and relate-able by developing a customer persona that will remind you and your mapping team whose journey you are mapping.

Bring in the voice of the customer

Since journey mapping is all about looking at the experiences from the customer's perspective, it's important to understand that perspective. Unless you have the luxury of bringing real customers into the mapping process (which is great if you can do it, but uncommon in my experience), you'll need to incorporate their perspective through some sort of proxy. Usually this takes the form of customer data and insights. Here are some suggestions on data sources that are helpful for establishing the voice of the customer:

* Social media - Great for understanding sentiment, attitudes and motivations throughout the journey

* Previous customer research - Helpful for understanding what customer do/don't like

* Focus groups - Can help clarify opinions about specific aspects of the journey and what customers are thinking/feeling before and after interactions

* Operational activity data - Clarifies how customers navigate various touchpoints (note that this only works for touchpoints that generate a data trail, so it will rarely give you a full picture, but is helpful nonetheless)

You don't need all of this data to map the journey, but you do need some form of insight from the customer's perspective. Ideally, enough to make an empathy map, which will give your team guidance on what customers are thinking and feeling throughout the journey.

Click here to download my empathy map template

If you don't have enough information to build a basic persona and share some insights about the customer's perspective, go out and gather it before you dive into mapping, or you'll end up with a very inward-looking map.

Assemble your journey mapping dream team

Once you have your customer insights, it's time to think about your collaborators for the journey mapping.