SlideShare a Scribd company logo
Customer Journeys
James Rennie
www.bl.uk
Individual Sketching Exercise
2
• 6 minutes
• 3 pens
• Change pens every 2 minutes
• Sketch what “Research” means to your users
www.bl.uk
Present back to your neighbour
3
www.bl.uk
User Experience Map
4
www.bl.uk
Group Customer Journey Map
A new user has started at your library.
Map out their experience of your service as-is.
Make a note of their goals, feelings and the services they encounter.
5
www.bl.uk
Present back to the room
6
www.bl.uk
Thank you
7

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James Rennie - Customer journeys: UX workshop