A Customer Journey Mapping Canvas Powered by GPT-4 and Coursera

How the combination of ChatGPT and a course from Coursera led to the creation of a powerful customer journey mapping tool.

Too lazy to read through? We got you. Try our tool for free here (it’s an alpha version 🧪🥼)

An example of a customer journey canvas made by our tool. As you see, everything is in detail, down to thoughts, emotions and actions at each step.

A while ago at LiteMeUp, we were on a mission to find the most effective way to map out user journeys for our packaging tool — an AI-based solution that helps create innovative packaging and label designs for any product. Our quest led us to an incredible branding and customer experience (CX) course on Coursera , which we can’t recommend enough for those who want to dive deep into the science of customer experience.

An idea sparked in our minds: What if we could “train” ChatGPT to think it had attended the course, completed the assignments, and absorbed all the knowledge? So, we set out on an experiment, and the outcome was nothing short of amazing. After “completing” the course, ChatGPT was now able to craft perfect customer journey canvases tailored to any persona, scenario, or business goal. (try out a free demo 🔥)

The real game-changer here is that, thanks to the power of GPT-4, our AI can examine the problem from any perspective. This means that you can ask it to envision a customer journey in which your specific business goal is achieved. The resulting canvas essentially paves the way for you to reach that goal while taking into account the customer’s thoughts, feelings, and actions at every step.

In a nutshell, we combined the power of GPT-4 with all the knowledge from a CX course from Coursera to create a simple yet very smart tool that not only generates detailed customer journey canvases but also helps businesses achieve their goals by considering every aspect of the customer experience!

A case study: convincing users not to cancel and order

At every step along the way, there are emotions, thoughts and actions involved.

Let say you run an online shop (or you are planning to do so), and you want to think of a way to convince users not to cancel their orders. It has become an issue for you, because recently you have noticed that a lot of people cancel their shopping basket after they have added items to it. Let see how the tool looks at the problem.

First, let see what a customer journey looks like when the business goal has been set to “convince users not to cancel their order”:

To do that, we give a short description of the business (an online shopping app) and the business goal (convincing users not to cancel their order). However, we have intentionally left out the scenario. By doing that, we are forcing GPT-4 to create a typical successful customer journey, along with all the actions, emotions and thoughts:

a perfect customer journey for a successful shopping case.

As you can see, our tool has automatically created a success scenario, along with the persona, detail of every step of the journey along with:

• A list of touch points (where exactly user is in direct contact with the business)
• Channels to communicate with the user or customer at touch points
• Ownership of different touch points
• Opportunities to reach the business goal (here is basically what you have to do to get to the goal yu have set)

Now, let’s do another experiment. This time we set the same business goal, but for the scenario, we specifically set it to be “a customer wants to cancel their order, but we convince them not to do so”!

As direct as it gets. One benefit of using GPT-4 is that it understand the language rather than processing it only.

And, here is the generated customer journey. Our tool has found a way to convince the customer not to cancel the order! In the imagined scenario, GPT-4 has thought of an offer after the customer has attempted to cancel the order. This order is designed to take the customer from a sense of “Regret, indecision” in the previous step into “Curious, skeptical”. This is amazing! And of course, a quick chat with the customer support helps the customer to change that curiosity into a sense of being “Relieved, Thankful”.

Our tool has imagined one way of convincing the customer not to cancel their order!

If you look closely, you can see how our tools follows the emotional roller coaster of the customer during this simple business transaction:

It’s utterly important to follow customer in every step of the journey to know their emotions, thoughts and actions before they know it.

And the best thing about probablistic models like GPT is that every time you run it, you get a different result. This means that you can effectively use this tool as a brain storming tool, allowing you to go through every possible scenario before even designing a single functionality of the app.

We would be very happy if you try our tool in your own UX, marketing or product design problem and let us know how it has worked for you. Feel free to try it here: https://litemeup-customer-journey-alpha.anvil.app/

Happy mapping! 🔥

Arash @ litemeup