Supplementary Resources For Customer Journey Maps From Product Camp Dublin 2023
Updated: Aug 2
Slides, How-to Videos, And How-to articles
I led a session at Product Camp Dublin in the week of 16th June 2023. Several attendees engaged with me and the content during and after the presentation. I loved having follow-up discussions with experts from different fields. I promised written answers to a few questions. Here they are.
I’ll write my learnings from the experience in another post. Subscribers to Substack will receive it straight in their inbox.
Slide Deck PDF
You can download a PDF of the slide deck here. However, the PDF has overlapping images from the presentation. So, a video style might work better for you.
Writing Things Down: In-Depth Guidance
You can find an in-depth guide here: Methods to Map Customer Journeys For Any Product Using 3 Product Management Examples.
3 Examples To Build Your Customer Journey Maps Step-By-Step
I created 3 videos for this, which you can find here.
First is journey mapping in a budget hotel booking product.
Second is journey mapping in B2C freemium multi-platform SaaS product: unpacking customer experience for distill.io.
Third is journey mapping in B2B billing of products. This is an example of unpacking customer experience in cost-center products
FAQ: How can I research customer needs?
First, product and web analytics provide a lot of quantitative data. It can tell us there is a problem or concern. However, it provides little explanation for the cause.
Next, we use qualitative anecdotes from surveys, forums, escalations, and customer support data. These provide a lower number of data points. However, these give a greater insight into the causes of the problem.
Finally, move to interviews with customers. Since the earlier stages give us some hypotheses, ask targeted questions to understand your customers' mental model and journey. Understand the reasoning. Combining these three steps will help you understand your customers’ needs.
You can read more about this at How to Measure Customer Experience by Merging Product Analytics, Surveys, and Interviews.
Feedback On The Talk
You can leave feedback on the talk here. The form will be up only till 20th June 2023.
I’ll write my learnings from the experience in another post. It will include:
My preparation process
Sell Sell Sell. Selling my idea thrice: Unique parts of the Product Camp un-conference
Consolidated feedback from the anonymous survey and in-person conversations
Subscribers on Substack will receive it straight in their inbox.