How “T-Rex Arms” Help Uncover Rich Customer Insights
Kerry Bodine
JULY 11, 2017
Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing. Here’s how it works: the customers capture each interaction—each touchpoint—on a separate yellow sticky note, and then place those sticky notes on a paper continuum from “least useful” to “most useful.”
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