Teams
       • [INSERT TEAM BREAKDOWN – make sure you have broad 
         representation in each team, with a maximum of 6 
         participants/team. 
                                                                
       How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change | ©2019 Heart of the Customer
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       Hypothesis Mapping Agenda
                             Time      Activity
                          1:00 – 1:10 Welcome
                          1:10 – 1:20 Project Overview & Workshop Objectives
                          1:20 – 1:45 Orthodoxies Exercise
                          1:45 – 2:15 Triggers & Goals Exercise
                          2:15 – 2:30 Break
                                       Map Development Swim Lanes:
                                            Steps & Roles Involved
                                            What I Do/Who & What I Interact With
                          2:30 – 4:00       What I Think/“What I Say”
                                            Emotions/How I Feel
                                            Pain Points/Critical Moments
                                            Map Review (by Other Teams)
                          4:00 – 4:15 Break
                          4:15 – 4:45 Critical Moments/Opportunities Discussion
                          4:45 – 5:00 Next Steps/Wrap Up
        How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change | ©2019 Heart of the Customer
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       Hypothesis Mapping Workshop
           Project              Workshop            Orthodoxies            Hypothesis            Next Steps 
         Overview                  Goals                                     Mapping              and Close
       How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change | ©2019 Heart of the Customer
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       Company Objectives
           Find Moments of Truth and Friction Points for the customers’ [INSERT 
             YOUR JOURNEY HERE] to improve [INSERT what you would like to improve]. 
           Create an exceptional [INSERT YOUR JOURNEY: example- onboarding] 
             experience for customers across products and services. 
           The success of this initiative will be judged by:
           • [INSERT SPECIFIC GOALS AND KPI’S HERE].
       How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change | ©2019 Heart of the Customer
                                                                                                                       5
       Hypothesis Mapping Workshop
            Project             Workshop            Orthodoxies            Hypothesis            Next Steps 
          Overview                 Goals                                     Mapping              and Close
       How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change | ©2019 Heart of the Customer
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