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Empathy Mapping Vs Customer Journey Mapping?
Hey squad! โœŒ๏ธ hoping to get some advice about mapping 'shops, Currently running both EM & CJM to help my team align on how users experience various flows in our digital product, however the more I run these workshops, the more I feel like what we learn in EM can get discovered in the CJM, if we consider including the Thinking, Feeling, Seeing & Doing during the phases ('Doing' and 'Feeling' already covered in more depth during CJM anyway) Has anyone had any experience with running a workshop where both these maps were combined? Any pitfalls or advantages you experienced? or potential stumbling blocks you encountered? Any advice would be great! Thanks!
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New comment Feb '23
1 like โ€ข Feb '23
@Salah Bouchma Thanks for the detailed reply Salah! You've made some great points here and a given me lot to concider. I definitely think with some tweaking to our standard CJM workshop templates, we can find the additional empathy insights we'll need. I'll be careful not to overload the participants though - without a well thought-out plan, I can see this becoming quite overwhelming.
0 likes โ€ข Feb '23
@Will Stammers Hi Will, and thanks! I'm glad you mentioned SDB, as this is also something we were going to run as a workshop later on, post EM & CJM. Not all our flows will require the backstage input to the user journey at this point, but it's something we've been eying up Are SDB's as equally as good at empathising with users as they are identifying the backstage involvement? I've not ran a SDB workshop before, so have little experience with them.
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Max Taylor
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@max-taylor-8581
A UX designer working for a corporate in the Insurance industy here to learn!

Active 295d ago
Joined Jan 28, 2023
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