This document outlines the process taken by Jill Hewitt to develop a customer experience map for an entertainment loyalty program. It describes conducting member research through online bulletin boards and workshops, analyzing responses by segmenting members into groups like newbies and renewers. It discusses identifying touchpoints and triggers across a member's journey. The final sections provide lessons learned, including asking the right research questions to encourage storytelling, understanding audience segments, using client time wisely, and allowing emotions to guide customized communications for each member phase.