This document outlines the customer journey for building a custom pair of skis at Community Skis in Mammoth Lakes, CA. The summary includes: 1. The thinking stage involves researching ski building options online, talking to friends, and planning the design of the skis. 2. In the acting stage, customers book a workshop, confirm their design, make payments, and prepare for the experience. 3. During the workshop, customers participate in hands-on activities to build their skis, including routing the core, applying fiberglass, and mounting bindings.

1. Experience map made for Community Skis, Mammoth Lakes CA, USA
Designed by: Jörgen Dahlberg, jorgen.dahlberg@gmail.com on 2013-11-15
Based on: The customer Journey template and method from adaptive path which can be found at http://mappingexperiences.com
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My Customer Journey
THINKING
Research & PlanningACTING Shopping Booking Workshop Experiencing
DOING
Research material and products Enter products and services
Review pricing
communityskis.com
WEB
Talk with friends
Plan with
interactive
web
Mail chat to
set design
Research
other ski
shops
Look at ski
designs
Confir
m
design
Deliver
y
options
Payment
options
Review
&
confirm
Route the
core
Perform workshop activities
Set the
edges
Taper the
core
Round off
the core
Sink the
edge
Finnish
graphics
Lay up
on mold
Set
rocker &
camber
Apply
fiberglass
Bake the
skis
Cut clean
skis
Apply top
coat
Prepare
skis
Mount
bindings
Share
experience
Blog
Forum
Photos
Talk to
friends
Go ski
Share experiences
How do you build a pair of skis?
What kind of skis do I want to
build?
Plain wood or advanced materials?
What would the skis look like?
How much time does it take?
What skills do I need to bring?
 I want to get the best price, but
I’m willing to pay more for first
hand experience.
How much will my whole trip
cost me?
What are my trade-offs?
Are there other activities I can
do at the same time?
Do I have the design ready?
Do I make the choice to workshop?
How do I have to pay?
Have I selected all the right options?
Can I confirm my selections prior to
committing?
Do I need one more cup of coffee?
Is the result up to my expectations?
Am I on the right track?
What’s next?
Ask more questions.
Tell more stories.
Are the skis up to par with what I
expected?
Write a blog post reviewing the skis.
Talk about the experience of building
skis online and offline.
Let others try the skis.
Share photos of the build
experience,
FEELING
I’m excited to go to Community
skis!
Will I be able to do everything I
can?
What if I can’t afford this?
I don’t want to make the wrong
choice.
It’s hard not to trust Community
skis. Everyone is so positive.
Not being able to do the design
with a tool for it is kind of
frustrating.
Am I sure this is the thing I want
to do?
Website experience is ok!
The payment process went smooth.
Unsure about all my options regarding
design of the skis, will have to get that
cleared onsite.
I am a bit stressed by the fact I’ve not done
this before.
Meeting people who live to teach, and in this
case teaching me is a fun, exciting, and
special feeling.
Excited to share my build experience
with my friends and others.
Excited to go ski.
OVERALL
Enjoyabillity
Releveance
Helpfullness
Enjoyabillity
Releveance
Helpfullness
Enjoyabillity
Releveance
Helpfullness
Enjoyabillity
Releveance
Helpfullness
Enjoyabillity
Releveance
Helpfullness
BEING
Communityskis.com
Friends
Email
Kristin
Google.com
Email
Kristin
Paypal.com
Shop
iPad / Dropbox.com
Michael
Kristin
Ski resort
Forum
Friends