that's what this journal is for
where do you do your thinking?
Most of what you notice about customers never gets written down.
In customer experience, we have a place for almost everything.
Feedback goes into a platform. Research goes into a presentation. Measures go into a dashboard. Actions go into a plan. What we don't always have is a place for the things we haven't made sense of yet.
what's included
inside you'll find:
Monthly themes and intentions
everyday space for notes
weekly reflection and planning
customers, people and conversations
3 points to step back
plenty of blank space
Something to think about at the start of each month.
Room for observations, ideas and whatever the week throws at you.
Look back at the week, then decide what to do about it.
Prompts that keep the people you work with and for in view.
Reflection pages at the beginning, middle and end of the year.
Because you cannot know in January what you will need to think about in September.
I made this for myself first
a daily habit started
In 2003, my mum bought me a journal for Christmas. It had some structure in it. It had places to plan ahead, prompts to reflect, and plenty of blank space. I bought the same one every year until 2017, when they stopped publishing it.
I looked for a replacement and could not find one that did the same job, so I started making my own. I've created one every year since. Something gets added. Something gets taken away. I'll create a section that seems like a brilliant idea and then discover I barely use it. Something else becomes more useful than I thought and stays or I give more space to it.
This is the 4th year I've published it
“There's something about putting a thought into words that makes me look at it differently. I release it onto the page and suddenly it has a life of its own. It makes more sense than it did a few seconds ago in my head.”
LET'S DO THIS!
Who's it for?
It was made with customer experience professionals and leaders in mind, but it is not only a work journal. Mine never has been. You can write about a customer conversation on one page and what you are doing at the weekend on the next.
There is no right way to use it. Write every day or once a week. Fill every page or leave some untouched. Use it for customer observations, meeting notes, ideas, decisions, or to get something out of your head and onto paper.
If you have ever wanted something between a blank notebook and a planner that wants you to organise every minute, this sits in the middle.
Where's your customer?
Episode 47: Where do you do your thinking?
I talk about why I have kept a journal for 25 years, what the research does and does not say about reflection at work, and where customer understanding actually comes together. You do not need a journal for any of it.
Listen to episode 47
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