My Little Steps!
Product Development: Customer Journey Mapping with Miro — Coursera Guided Project
Last week, I decided to enroll on one guided project offered by Coursera. The topic of the project is “Product Development: Customer Journey Mapping with Miro”.
In this guided project, we will be given 2.5 hours to complete the project. However, if you cannot complete the project in the given duration, you can do the quiz to get the certificate. We do it using a cloud workspace with the guide video at our right-side and the workspace is in our left-side. The workspace contains of the resources that we use in the project including user persona and business idea and a Chrome window to open Miro.
This product development project use study case of a yoga class and provide a user persona. I analyzed the user persona of Farrah, a nurse, who is also a mom with a baby daughter. She wants to keep her body healthy but in other hand she has a limitation of time because she works on long-shift.
Using Farrah’s user persona, I created a customer journey mapping using a template provided by Miro. Started with defining the stages into three, which are pre-services, services and post-services. The pre-services stage consisting of awareness, discovery, and two engagements. Why there are two engagements? The customer needs time to trust and finally sign-up to the yoga class. The services stage has sign up and attend class phases. Last, the post-services stage has loyalty and referral phases.
After defining the stages and phases for Farrah’s case, I define each phases detail with the thought/action, the customer emotional journey, the touch points, the pain points, and lastly the opportunity of each phases. I discover something interesting in the process. The customer’s emotional journey is defined using emojis and located differently. For example, if we locate a sad emojis at the bottom-center of the rectangle it indicates that the customer is super sad, and if we locate a happy emojis at the top-center of the rectangle it indicates that the customer is super happy. This is very helpful to visualize the customer emotion better for each phases. At the end, I finished the project and passed the quiz section. I did it!
In conclusion, I learned the basics to use Miro as the tool to make customer journey mapping. I highly recommend this project if you want to know the basics of Miro. You can access the guided project by click here. And you can access the detail of the result of my work in this link.
