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3.4 Step 4: Current Journey
To understand the user’s perspective and be in his/her shoes, build the cus-
tomer journey in the context of your idea. The goal is to have a holistic and
comprehensive understanding of the user’s context and build empathy with
the user. Depending on the situation, you may sketch multiple customer
journeys for each persona.
3.4.1 Current Journey Template
Document current journey in the following template (Figure 3.7).
Figure 3.7 Current journey template.
