Which first step to create a customer journey map is viable?

Question

Options

• APresent an architecture of another similar customer.
• BCreate a story board.
• CEvaluate all your steakholders' motives.
• DCreate a workflow of tasks and business procedures.

• A
  2% (1)
• B
  85% (35)
• C
  5% (2)
• D
  7% (3)

Explanation

Creating a storyboard is the correct first step because it visually narratives the customer's end-to-end experience as a sequence of scenes - establishing the emotional arc, touchpoints, and interactions before any deeper analysis begins. It grounds the entire mapping effort in the customer's perspective.

Why the distractors fail:

• A - Borrowing another customer's architecture imposes a foreign context; journey maps must reflect your specific customer's unique path and needs.
• C - Stakeholder motive analysis is a supporting activity that may inform the map, but it's internally focused, not customer-centric, and doesn't constitute "creating" the map.
• D - Workflow/business procedure documentation captures internal operations, not the customer's lived experience - the opposite lens from what a journey map requires.

Memory tip: Think "B for Beginning the story" - a storyboard is literally how filmmakers start telling a story, and a customer journey map is just that: the customer's story told visually, scene by scene.

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