Mapping process
A practical sequence we use for customer journey event mapping engagements. It keeps workshops focused on the application itself and leaves a catalogue your teams can defend.
1. Scope the journeys that matter now
We begin with a short call to identify primary and secondary journeys — onboarding, purchase, renewal, invite, or support recovery — and the decisions each team expects measurement to support this quarter.
2. Walk the application with stakeholders
Separate interviews with product, marketing, and analytics contacts surface contradictions early. Live walkthroughs produce concrete event candidates instead of abstract funnel sketches.
3. Draft stages, events, and naming rules
Stages describe where someone stands. Events mark movement. Properties carry context. The draft catalogue uses your application’s language and notes which signals carry personal data.
4. Review, revise, and hand over
A joint workshop reconciles the map. One written revision round follows. You receive the journey diagrams, event catalogue, naming guidelines, and a prioritised instrumentation sequence.
Typical timeline
Most full mapping engagements take three to five weeks from kickoff to handoff, depending on the number of journeys and stakeholder availability.
Shorter options — taxonomy reviews, planning sessions, and readiness assessments — follow the same discipline at a tighter scale.
Bring a journey that needs a shared map
Share the application context and the teams who should sit in discovery. We will suggest the right engagement shape.