The Journey Mapping Playbook

A practical guide to preparing, facilitating and unlocking the value of customer journey mapping

Jerry Angrave

Publisher: De Gruyter, 2020, 155 pages

ISBN: 978-3-11-064111-0

Keywords: Product Management

Last modified: Aug. 2, 2021, 11:36 p.m.

Read the Journey Mapping Playbook and discover how you can improve your customers' experience.

There is no better way to inject momentum into the drive to become more customer-centric than journey mapping.

This book is a step-by-step guide for anyone running a journey-mapping workshop. Whether it's your first time or you just want to brush up on your existing skills, Jerry Angrave offers a highly practical and insightful manual based on years of his own experience of what works and what doesn't. It will make your journey mapping all the more credible, commercial and enjoyable.

    • Introduction
  • Part 1: Workshop Preparation
    1. Setting the Scene
    2. Preparing and Planning the Workshop
  • Part 2: Running the Workshop
    1. The Workshop
  • Part 3: What Next After the Workshop
    1. Acting
  • Closing Thoughts


The Journey Mapping Playbook

Reviewed by Roland Buresund

Disappointing *** (3 out of 10)

Last modified: Aug. 3, 2023, 2:22 a.m.

I had high hope on this book, but it is mostly platitudes and rehashing of being close to the customer.

Not bad, but a bit disappointing as it didn't really convey anything useful.


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