Storyboards
Storyboards in customer journey maps are visual representations of a customer's experience at each stage of their journey. They use illustrations or images to depict the various touchpoints, actions, and emotions that customers encounter throughout their journey. In doing so, they provide a clear and engaging way to convey the customer experience, which can help generate buy-in for customer-centric initiatives and foster a deeper understanding of the customer's perspective.
What makes storyboards so effective? People enjoy listening to stories, and storyboards are a wonderful tool to evoke empathy toward other people’s experiences, making it easier to relate to their needs and desires.[1]
While the focus of storyboards should be on the content rather than the quality of the artwork, polished and professional-looking illustrations may be appropriate for high-level presentations or stakeholder meetings.
Pro Tip: To create a storyboard, start with a script based on a solid understanding of user behavior. This can be achieved by collecting data through various methods, such as user interviews, surveys, and observational studies.
