A way of mapping a person's journey through a set of circumstances or tasks
Use the experience diagramming template to visualize your customer experience by helping you map and consider the impact of every element along the way.
An experience diagram reveals more than just an overview of the action — rather, it pinpoints key decisions, highlights when and how specific tools were employed, and identifies other participants who were part of the experience. Experience diagramming can also bring to light important qualities of the experience, showing the complexity or difficulty that your customers faced and how they struggled, adapted, or overcame.
To use Mural’s experience diagramming template, follow the steps outlined below.
Before you begin, it’s important to narrow the scope to a particular scenario or process within an existing product or service. Start by adding a central persona (e.g. ‘business traveler’). This will keep your research focused on the right elements.
To fully round out your understanding of a customer experience, you need to consider all the elements that make up that experience — for this reason, the Mural template offers six different categories to get you started:
For each step of the experience, include as many relevant notes across each of the subsequent categories to develop a solid picture of the experience as a whole.
Once you’ve run through your experience diagramming exercise and noted down all the elements of your customer experience, it’s important to use that information to identify key themes. Group these themes together, use color coding, or label them with tags. This will help you build action items and next steps.
To get the most out of Mural’s experience diagramming exercise, you should: