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How to Create a Customer Journey Storyboard

In this video, you're going to learn how to create a visual variation on a customer journey map. What is a customer journey storyboard and how can you use one? Storyboards are simply a collection of still images that represent a sequence of moments in time. They are meant to be quick, organic ways to tap into solving a problem, innovating around an idea, or reinforcing ideal scenarios. Storyboarding can be highly effective to help with specific parts of the journey that are challenging or just need new thinking. We’ll dive into the five steps you can take to create a customer journey storyboard. Highlights: 0:00 Welcome 4:40 Customer experience success relies heavily on understanding our customers 5:27 What is a customer journey storyboard? 6:28 Why is customer journey storyboarding so effective? 9:11 It doesn't have to look great to get the job done 10:03 How to create a customer journey storyboard 11:05 1. Know your goal 12:17 2. Get your materials ready 13:35 3. Define the first step of the story 15:05 4. Set a time limit 16:29 5. Get drawing and writing 19:18 Once you have a customer journey storyboard, what's next? 21:22 Q&A: Creative display ideas and tools for customer storyboarding? 23:43 Q&A: How many boxes are too many for customer journey storyboards? 25:54 Q&A: Is there a friction point you should attack first with storyboards? 28:32 Q&A: Can we use Voice of the Customer data to create a customer journey storyboard? 30:41 Q&A: Who are the best people to include in a group storyboard activity? 33:33 Q&A: Can we define a customer storyboard as a detailed service blueprint? 38:21 Wrapping Up