Facilitator pack

Customer Journey Mapping

A collaborative map of the customer path across stages, touchpoints, pain points, emotions, and backstage processes.

Timebox: 90-150 min
Output: Current-state journey map
Participants: Facilitator, CX or research lead, Frontline representative, Ops/process owner, Product lead
Format: Remote

Facilitator pack = one session-ready artifact you can run now. Workspace = a saved planning thread when the work needs follow-through, shared context, or outputs to circulate.

0-20 min - Scope and persona: Set journey boundaries and target user.
20-60 min - Stage mapping: Build end-to-end stage flow.
60-110 min - Pain and evidence layering: Add data, quotes, and metrics.
110-150 min - Prioritize interventions: Rank opportunities and assign leads.

Checklist for tomorrow

Track readiness before the session starts and before you hand off outcomes.

Prep

Confirm objective and decision scope for this run.
Confirm facilitator and note-taker ownership.
Send invite with objective, outcomes, and timebox.

Materials

Prepare templates, prompts, and room setup.
Check links, boards, and capture tools are ready.
Pre-label output artifacts for handoff.

Logistics

Confirm participants, roles, and speaking order.
Assign output owner before the meeting ends.
Schedule a 24-hour synthesis and follow-up note.

Adjust pack setup

Only change this when the audience, depth, or delivery mode changes the session plan.

VariantAudienceDelivery

Need to carry this further?

Move into Workspace when this session needs follow-through, saved context, or outputs you need to share.

Carry this into Workspace