the blog for experience innovators

How-to guides

Notebook and open book sitting on a couch with a yellow and a blue pillow, next to it a table with a cup of coffee and another book.

November 8, 2022

Customer experience online course [Free]

In this course you get an overview on the most important methods and tools of customer experience management. This course consists of 5 modules, going into the details of personas, journey mapping and stakeholder mapping.

Isabel Grillmayr

people collaboratively working on a pen and paper journey map with colorful post its

January 21, 2022

12 tips on how to create a customer journey map that provides real insights

At the first glimpse, creating a customer journey map seems to be an intuitive thing. You’re working on projects related to customer experience every day and have a clear gut feeling about the customer journey anyway. So all you need to do is to use that paper template and some sticky notes to bring your thoughts on paper, right? Well... No.

Katharina Rainer

Journey map focussed on the emotional experience of a persona

October 12, 2020

Beyond words: How to present a customer journey map that gets you buy-in

The way in which a customer journey map is presented plays an important role in engaging different stakeholders like clients or in-house teams. In this article we take a quick look at the basics of professional journey map presentations, including structure, formats and fundamental principles that help you to engage your audience.

Katharina Rainer

visualization of multiple personas on one journey map

February 12, 2020

How to convince your boss of a journey mapping tool

You want to bring more customer centricity to your organization and need to pitch that journey mapping tool to your boss – your team, other stakeholders? Here comes a slide deck you can use to show others why and how software can help you to successfully improve your customers’ experience.

Isabel Grillmayr

plotted journey map hanging on a brick wall

December 6, 2018

Facilitating journey mapping workshops

A facilitator can help make workshops more efficient and enjoyable. This is a slide deck on facilitating journey mapping workshops.

Marc Stickdorn

9 icons of participants with 3 in a red circle

June 1, 2018

9 tips how to invite your customers to participate in a CX research study

Participants are the most essential factor of your experience research study. Here come 9 tips on participant recruitment and data quality in mobile ethnography projects.

Birgit Bosio

yellow background with writing: how to evaluate a journey map? ...6 aspects to consider

March 8, 2017

How to evaluate a customer journey map?

How worthy is a customer journey map? What aspects you should consider when analyzing a customer journey map that someone else made? In this article you learn about the six most relevant aspects to consider when evaluating a the usefulness of a customer journey map.

Katharina Rainer