Tool: Customer Journey Mashup

I’ve realized I’m becoming the Matrix man in the teams I work with. As in, we tend to end up around a whiteboard with some improvised categorization for whatever the issue is we’re trying to figure out. Few things in life are as exciting as a good matrix model, so it’s time to immortalize one I’ve been using lately.

Screen Shot 2014-04-05 at 4.21.20 PM

Not terribly sexy, quite useful. It’s some sort of amalgamation of a customer journey map (Adam Richardson’s HBR article is still a good intro) and various matrix models I’ve lifted from former colleagues with questionable pasts at McKinsey, BCG and the like. It’s worked well for the sort of hybrid UX design and business operations projects I’ve been working on lately. It applies well with startups where product and internal process is still completely intertwined and organizational breakdown matches the customer journey. Where the organization is molded around the product and by extension, the user experience.

Filled out it looks something like this:

Screen Shot 2014-04-05 at 4.44.26 PM


One comment

  1. Pingback: Journey Mapping helps Focus Your Team on the Customer | Building stuff - design and user experience

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