Define appropriate scope

Scope determines the boundaries of your customer journey map, preventing it from becoming either too narrow to be useful or too broad to be actionable. A well-defined scope specifies which customer segment, time frame, channels, and touchpoints to include while explicitly stating what falls outside the map's focus.^[1]

Effective scope balances comprehensiveness with practicality. Instead of mapping "the entire customer experience," focus on "new customers' first 30 days using the mobile app" or "enterprise clients' contract renewal process via sales team interactions." This precision ensures you gather detailed insights rather than surface-level observations across too many scenarios.

Consider your resources when setting the scope. A two-week project can't map every persona across all channels. Start with one clearly defined segment experiencing one specific journey. You can always expand the scope in future iterations after proving value with a focused initial map that drives real improvements.