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Hypothesis Mapping Template

Discover how to create exceptional customer experiences using journey mapping in this comprehensive workshop. Identify key moments and pain points to improve customer interactions and satisfaction. Engage in collaborative activities to challenge organizational beliefs and enhance customer understanding. Set specific goals to measure success and drive customer-focused change initiatives.

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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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