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User flow diagram
Exercise

User flow diagram

Customer journey map
Exercise

Customer journey map

Storyboard
Exercise

Storyboard

User flows
Exercise

User flows

Start with user flows
Exercise

Start with user flows

Start with user flows
Exercise

Start with user flows

Create user flows
Exercise

Create user flows

User flow analysis
Exercise

User flow analysis

Acquisition funnel
Exercise

Acquisition funnel

Journey mapping
Exercise

Journey mapping

User journeys
Exercise

User journeys

User flows and task flows
Exercise

User flows and task flows

Customer journey mapping
Exercise

Customer journey mapping

Exercise

Current-state maps

Collaborative training workflows
Exercise

Collaborative training workflows

Onboarding
Exercise

Onboarding

Exercise

Service flow testing

Future state maps
Exercise

Future state maps

Step-by-step instructions
Exercise

Step-by-step instructions

What is customer journey mapping?
Exercise

What is customer journey mapping?

Exercise

Organize journeys and sub-journeys

User story generation
Exercise

User story generation

Exercise

User journey narratives

Organizing journey stages
Exercise

Organizing journey stages

Exercise

Uncovering hidden friction points

Exercise

Journey mapping for business growth

Customer journey map
Exercise

Customer journey map

Customizing layers for personas
Exercise

Customizing layers for personas

Mapping emotional journeys
Exercise

Mapping emotional journeys

Exercise

Building service user actions

Exercise

Create governance structures

The actions layer
Exercise

The actions layer

Defining goals and frustrations
Exercise

Defining goals and frustrations

Exercise

Waterfall workflow example

Map initiatives to funnel stages
Exercise

Map initiatives to funnel stages

The emotions layer
Exercise

The emotions layer

Exercise

Funnel analysis basics

Mapping user expertise levels
Exercise

Mapping user expertise levels

User story writing
Exercise

User story writing

Creating smooth manual takeover experiences
Exercise

Creating smooth manual takeover experiences

From persona to story
Exercise

From persona to story

Designing clear map layouts
Exercise

Designing clear map layouts

Understanding the user story formula
Exercise

Understanding the user story formula

Mapping user flows for core tasks
Exercise

Mapping user flows for core tasks