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Research > Customers.com Strategies > Customer Scenario Mapping Methodology

Customer Scenario Mapping Methodology Articles

Customer Scenario® Mapping is the best way to prioritize and to redesign your products, services and processes from your customers’ perspective. Using this proven, hands-on technique, you can quickly discover and communicate a context-rich set of customers’ ideal requirements.

Sample Article:

Let Customers Co-Design Your Customer-Critical Initiatives
How and When to Use Customer Scenario® Mapping

By Patricia Seybold

What’s the best way to gather customer requirements? Invite customers to co-design their ideal processes with your cross-functional team. Design your requirements to meet your customers’ future requirements. Learn why and when to apply Customer Scenario® Mapping to your own company’s initiatives and projects. Shave months off your projects while making your organization more customer adaptive. Gain benefits from immediate quick hits.

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Explore Our Customer Scenario Mapping Articles:

What Is Customer Scenario Mapping and How Will It Benefit Your Organization?


The History of Customer Scenario® Design
Co-Designed and Evolved with Customers

Customer Scenario® Design
An Approach for Outside Innovation: Co-Designing Your Business with Your Customers

Let Customers Co-Design Your Customer-Critical Initiatives
How and When to Use Customer Scenario® Mapping

Gathering Customers' Real Requirements
Uncovering Customers' Moments of Truth

Map Ideal Customer Experiences with Cross-Functional Teams
Why and When to Map Customer Scenarios with Internal Stakeholders

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How Do You Identify the Right Customers’ and Spot Their Critical Issues?


Selecting and Recruiting Customers for Customer Scenario® Mapping Sessions
How to Identify and Solicit the Right End-Customers for Customer Co-Design Sessions

Interviewing Customers for Your Customer Scenario Mapping Session
The Pre-Session Interview Enables Great Customer Scenario Choices

Identifying the Right Customers and Context
Building the Foundation for a Customer Scenario

How Do You Put Yourselves in Your Customers’ Shoes?


Streamline Customers’ Critical Scenarios
The Key to Making It Enjoyable for Customers to Get Things Done

Building Buy-In for Customer-Centric Initiatives
Facilitate Group Interviews with Key Stakeholders to Build Trust and Momentum

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How Do You Engage Directly with Customers and Partners?


Leading an “Issues and Vision” Discussion with Customers (and Partners)
Tips for Gaining a Lot of Customer Context in a Short Time (and How to Kick Off a Customer Scenario® Mapping Session)

The Dangers of Defining a Specific Scenario-Mapping Customer
Creating a Composite Customer Yields Best Results


How Do You Identify Customers’ Issues and Customer Experience Metrics?


Identifying Operational Customer Experience Metrics
How to Spot What Matters Most to Customers and Turn Those “Moments of Truth” into Metrics You Can Track

Establishing Customer Experience Metrics Using Customer Scenario Maps
Developing Your Customer Flight Deck


How Do You Identify and Prioritize Customers’ Requirements?


Discovering Findability Requirements from Customer Scenario Map
Building Your Search and Navigation Approach

Capturing Customer Requirements for Content Management
Using Customer Scenario® Mapping to Gather Requirements for Information Attributes, Metadata, Roles, and Responsibilities

Service Discovery Using Customer Scenario Mapping
Building Your Services Catalog

 

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