Focus on your customer experience so you can accurately map out their needs and pain points.
This exercise will give you a better idea of how to:
Make a list of "customer personas" to be included in the workshop. Use them as a "lens" to examine your customer journey.
Use one poster for each step of your customer journey. Write down each steep on a separate poster.
During the workshop, focus on identifying customers needs and pain points, pinpointing the joyful "wow" moments in your customer journey and turning customer "pain" into "pain relievers".
After the workshop, rank your key takeaways (e.g. major pain points, improvements, etc.).