 In this video, I'm going to show you how to set up the basic structure for customer journey map and the online tool called Mural. Let the show begin. Hi, I'm Mark and welcome to the service design show. In this video, I'm going to show you how to create a customer journey map in Mural. And if you've ever created customer journey maps, you know that we basically do most of our journey mapping in workshops on post-its. And if you need to go beyond the workshop and beyond the post-its, you want to find ways to digitize the journeys and find ways to update and share them and post-its just don't work very well. So there are a few tools available that we can use that allow us to actually use customer journey maps on a day to day practice because that's what we want. We don't want to use a map as a pretty image. We want to use it as a tool that we can use day to day to drive customer centric change. And in this video, we're going to look at Mural, which you can find at Mural.co as a tool to actually digitize the map. And I'm going to show you how to create the basic structure in a few steps in Mural for a customer journey map. So this video is not about what is a customer journey map or some of the best practices on how to actually create one. We have a whole playlist of videos and that which you can find over here. This video is really about setting up the basic structure in Mural. And this is the first video in a series of two. In the second video, I'll be talking about the more advanced features of Mural and give a little bit more of a review and share when I think Mural is the right tool for the job. So let's just jump in. I'll start sharing my screen with you and start building a customer journey map in Mural. So here I am. I'm logged in into my Mural dashboard and we're going to create something. The final result will look something like this. I call this the model of all maps. It's quite simple, quite straightforward. And if you manage to create this, you'll be able to expand and create any other map that you probably need. So let's go back and just start from scratch. Mural offers a lot of templates, but we're going to start basically from scratch. So we're going to create a new Mural and it offers a lot of templates. We're not going to use a template. I think there's even a template for which they call service blueprints, which is really close to our customer journey map. But we're going to start with a blank mural. Let's go. Now let's give it a name going to the zoo. That's the journey that we want to map the model of all maps. That's what we're going to create the simple structure and the simple structure has four lanes. We're going to create four basic lanes and let's see. We can add shapes and we're going to add a shape and we're going to call this shape phases. This will be our top lane and then we're going to just copy it and then we're going to call this customer activities. If you want to know why I'm making or why these are my choices for the lanes that I'm creating, really check out some of the other videos on customer journey mapping and we're explaining everything. So we're going to the next one will be needs and the final lane that I want is emotions. Emotions. So now we've got four basic starting point for our lanes. Mural offers the ability to give different colors. So let's let's just do that really quickly so that we can distinguish them more easily, customer activities. Let's make this. So this is already what you can do to separate the different lanes. All right. And yellow doesn't work really well, but we get the idea purple. I don't like purple. That's the red red and white. So we've got the starting point for our four lanes. That was pretty simple. Now the next thing we want to do is we want to add cards. We call them cards and basically cards will be the things that represent what happens in the different lanes. So let's say the face. Let's do the very basic before going to the zoo. All right. Add the zoo and maybe we're going to make this really simple after. Now we've got our phases lane. If we want to distinguish it a little bit more from the other ones, we could do something like I'm going to select this. And what I like to do is add in just a box. Let's make it a little bit bigger. We'll need that in a minute and a box and remove the outline and just give it a little gray backdrop and right click mouse and send it to back, change the background color to gray. So now that we have a little bit of a different we can separate it from the other lanes a little bit more clearly. All right. So we've got our phases lane, right? And the next thing we want to do is we've added lanes. We've added cards. The next thing we want to do is basically duplicate some of these cards. And the easiest way I find that you can do that in a mural is by just selecting a few of the boxes. And you can just holding the option key on your Mac, just duplicate them. Oh, come on. Yeah. And we rather not have the text. So let's do it like this. So customer activities, that would be the second thing we would like to start mapping, right? And now we have one card in the face doesn't make sense. So let's say this would be before and then we need to buy tickets, right? That could be an activity or the next thing. I don't know. Park, park the car. Now, as you'll notice, park the car should be part of the before phase. So we need to realign these cards. Well, that is pretty easy. We can just drag and drop them and we can expand this one. For the sake of simplicity, we're not going to add more cards here. But you get the idea. So for the needs, we can add a few more boxes and then we can continue doing like that. Now, how about the emotion lane? Well, that's the typical curved line. You see happy smiling faces or sad, sad faces. How are we going to do that in mural? The easiest way I find to do that is let's send this to back. We first need a baseline. So we've still got the shapes open. We're going to add a line and we're going to add a line holding shift. Now we've got a line and we're going to what I found quite useful is to actually locked the line and also lock the background. So now I can't select them and now I can't move them. And the next thing we want to do is basically we want to create the up and down experience, I don't know. Then we're going to just grab a new line and let's make this line. Red and just drag it. And this is a trick I found. If you hold the C button, the letter C, it will start linking the lines together. It makes an arrow, but we can I'll show you that we can pretty easily change it. So now we can select all the lines. We can say everything should be red and everything should be a straight line. Basically, this is how we would set up the curved line. And we can, of course, continue doing that. Now, what's next? What would we like to add in our journey? What would you like to add in a map? Usually you want to add some form of visual cues. So that could be like, for instance, we have the parking example. This is quite neat with Miroldos. They have like the icons library over here and you can easily search for parking, which is quite cool. And then we can just drag and drop the icon over here. And maybe we have buy tickets. Let's see if we can find something with tickets. There we go. Tickets. So it makes Miroldo makes it quite easy to actually visualize what we have here. My goal is not to make the most pretty map here, just to show you how to create the basic structure and the same applies for the emotions we could do. Sad. Do we have a set icon? This looks really like a set icon and we can continue doing that. So I think the icon feature is quite, quite useful. Now, the next thing you'd want to do pretty quickly is to add some metadata data to the cards. For instance, buying tickets. Usually you want to add some details that could be photos, could be additional evidence from research. It could be a link to something. That's not really easily doable in Miroldo. At least I haven't found an easy option. There is the ability to to add, where is it? Add a sticky note or add a comment. But if we add a comment, we found this in research, field research. All right, safe. So let's see if we can hide this, actually edit the collapse. There we go. This would be a way we can add metadata data to our cards. And then we can open it and it basically shows a chat or revision history here, which which can be pretty useful. Now, the next thing we would like to do to our cards is usually add, like I said, some photos, some images. And just as with the icon library, Miroldo also has an image library, which can be useful. Let's search. Let's search, of course, for a cat, because that's what we do on the Internet. There we have an image of a cat, pretty cat. And resize it. The only thing is that I haven't found a way how to add this as a meta data. So the ability to basically add detail levels to a card. Maybe it's possible I haven't found it. And you can make this cat link to Google.com, which is, of course, the most useful thing to do. But it's hard to actually add a photo to this card to attach it over there. So this is it. This is how you create the most basic structure for customer journey map in Miroldo. If you know how to do this, you'll be able to expand it to your specific needs. In the next video, we'll look at their more advanced features and also discuss if Miroldo is the right tool for your project. So check the video out over here and I'll see you there.