Co-Creative Customer Journey

What is the goal of the session? *For example: * “How might we reduce sign-in problems by 50%?” or try being more open and interesting: “How might we make our site’s sign-in process instant and fun?” You may have different problem statements for each step of the process. Example: How can we increase our website visits by 30%? How can we make our site sign-in fun? How can we make our customers understand the value we bring? How can we improve our post-buying experience? What would make our customers talk about our brand on social media? Define all problem statements now, as this will be used to ask your customer/user to share their solutions and ideas.

Create a list of people familiar with an existing solution your organization offers. Invite one person per session to keep their answers private or invite a group to discuss their journey. If you are creating a session per user create at least 5 sessions (we recommended you interview at least 5 customers) and invite each of them to their session as guests. You can also create a "customer journey" with your team.

Make sure they are familiar with how to use Nova. In this session, include: What is the intention/problem statement of this session? Would you need more information from the participants? Is this information going to be online? Would they remain anonymous? How can they open the board? How should they use the board based on your project? You can guide them using a conference call or by adding the instructions in the session. Keep in mind that vdeo calls are often more effective. Example: Today, I want to find a way to reduce sign-in problems by 50%. I need your help to find key barriers. To be able to truly improve our sign-in experience we need you to share your thoughts, ideas, frustrations, and feelings as you go through the process. We will be using an online board to illustrate your experience. You can use the sticky notes on the board to talk about your experience. Here's how I'd like you to go over each step: Capture your reflections of the research using sticky notes. You can create sticky notes like this! [Share your screen view] Include only one issue, insight, or idea per sticky note. There are no wrong answers, we want you to be as honest as you can to better understand how we can improve our product/service/buying process. Feel free to ask me questions if anything is unclear. To make this easier I would like you to capture what is positive about your experience using blue sticky notes. Describe challenging aspects using orange sticky notes. Highlight opportunities to make the experience better using green/yellow sticky notes. By the end of the session we will go through the process together so I can better understand how you feel. We will go through each reflection/sticky note one by one. I may adjust the underlying "Experience Diagram" as we go. You can write your script or notes here.

Design the best format for your Experience Diagram (e.g., flow chart, map, timeline, card decks). Once the design/process is ready you can add templates to the sticky board to match this design.

This board will be where you add your own notes from the interview. This board will be private and only you and your team will be able to see it. You can customize your own board or use our current template. Option 2: Open the sticky board and use our current template. Option 3: Contact Nova support. We can help you develop your custom templates and tools.

The session lead will guide you through the process. Open the sticky board below.

The session lead will share the problem statement or problem statements. He/she may add the problem statements on the board. You will have to generate different ideas for each statement. Aim for 5-7 unique ideas

Make sure you ask why and you narrow your focus to a specific facet of the customer experience you would like to understand. For example: a team working on online banking might focus on the 'money transfer' experience. You can add the questions to your notes below.

Reflect on positives, negatives, and untapped opportunities within the experience you're exploring. Understand those experiences by understanding their emotions, frustrations, and feelings further. Add additional notes and findings here.

Customize and finalize your internal board to overview the internal activities. What to add to the board: Take stock of everything you've heard and observed about the experience thus far. Consider overlaying the experiences of other individuals or groups on the same map, or give them channels across your diagram. Consider adding your internal process. Who will be responding or be in touch with the customer during each step? What resources would you be using?

Quickly reach consensus about the key moments in the experience that should be the team’s focus. Add notes to the board with each item to vote on. Ask the team to consider which statements feel the most impactful for the team to explore. Ask: “If we were to work on three aspects of this experience, what do you personally think would have the most impact?” Before voting, give people a minute or two to view the statements up close. Make sure everyone has decided where they want to place their votes. Count down from three and have everyone quickly place their votes at the same time by clicking the thumbs-up 'like' button in the sticky note menu of the item you want to vote for. Review the votes. Invite a brief discussion of what people voted for and why. With a clear picture of the group’s preferences, select three areas of focus to refine further. Take screenshots of the Experience Diagram and Statement Starters and share them with the group to document your work.