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Hypothesis Mapping Template

BOOK TOOL. Hypothesis Mapping Template. How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. Teams. [INSERT TEAM BREAKDOWN – make sure you have broad representation in each team, with a maximum of 6 participants/team. Hypothesis Mapping Agenda.

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Hypothesis Mapping Template

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  1. BOOK TOOL Hypothesis Mapping Template How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change

  2. Teams • [INSERT TEAM BREAKDOWN – make sure you have broad representation in each team, with a maximum of 6 participants/team.

  3. Hypothesis Mapping Agenda

  4. Hypothesis Mapping Workshop

  5. Company Objectives • Find Moments of Truthand Friction Points for the customers’ [INSERT YOUR JOURNEY HERE] to improve [INSERT what you would like to improve]. • Create an exceptional [INSERT YOUR JOURNEY: example- onboarding] experience for customers across products and services. The success of this initiative will be judged by: • [INSERT SPECIFIC GOALS AND KPI’S HERE].

  6. Hypothesis Mapping Workshop

  7. Today’s Workshop Goals The goals of the Hypothesis Mapping Workshop are to: • Create customer journey maps based on our knowledge of these customers. • Propose critical moments for customer segment(s) to test in interviews. • Identify questions to include in customer interview and activity guides.

  8. Identify Your Orthodoxies Brainstorm: • What are ingrained, shared beliefs within our organization abouthow we operate? • What are ingrained, shared beliefs within our organization about what our customers think?

  9. Hypothesis Mapping Workshop

  10. Let’s Get Mapping Use “swim lanes” to map customer journeys • Customer Steps • Interactions • What I Think & “What I Say” • Customer Emotions • Pain Points • Critical Moments

  11. Hypothesis Mapping Workshop

  12. Customer Journey Milestones & Timeline Example Timeline – insert specifics for your initiative Kickoff Hypothesis Mapping Workshop ObserverDebrief Action Workshop Analysis Interviews

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