Boon Sheridan presents a lightweight approach to customer journeys that starts conversations before exhaustive research is complete. He shows how informal maps can expose assumptions, support collaboration and generate insights, with project examples and guidance for using them in meetings and workshops.
People
Boon Sheridan
Methods
Journey MappingJourney mapping brings research about people’s experiences into a shared visual account of stages, actions, thoughts and feelings. It is useful when a service spans multiple steps, teams, places or touchpoints and you need to see where those parts fail to connect. Collect accounts from several users before mapping. Arrange their experiences over time, identify common stages and highlight problems and dependencies. Work with the team so the map informs decisions. Preserve meaningful differences between journeys rather than forcing every participant into a single path; revise the map as further research changes your understanding.
Workshop FacilitationWorkshop facilitation guides a group towards a shared outcome without imposing the facilitator’s preferred answer. Define the purpose, prepare activities and materials, and create opportunities for everyone to contribute. Combine individual thinking with discussion when helpful, listen for different perspectives and adjust the plan to the group’s needs. Record decisions and clarify who will take the next steps. Use facilitation when a team must explore a problem, generate ideas or agree actions together; successful participation matters as much as the visible workshop outputs.