Regarding Customer Journey Mapping(CJM), can we make CJM's of same persona with different scenarios?

Question

While making CJMs, can we choose them like:

• Persona 1 | Scenario 1
• Persona 1 | Scenario 2
• Persona 2 | Scenario 3

or should we have different personas for each CJM like:

• Persona 1 | Scenario 1
• Persona 2 | Scenario 2
• Persona 3 | Scenario 3

Answer 1

In general, one personas can have several scenarios, and CJM are differente for personas/scenarios. For example, if you sell laptop you could have this 2 personas:

• geek: a person who works with computers and have specific technical needs
• dad: he needs to use pc only to browse internet, email and watch some films.

These 2 personas have different needs and goals so their CJM are different. We could identified 2 main scenario (this is only an example)

• looking for the right laptop
• buying the lapto
• setting the laptop the first time

Both of them have these 3 scenarios, but they are different for each personas.

So, IMO, you have a situation like this to build CJM: - looking for the right laptop - GEEK - looking for the right laptop - DAD

• buying the laptop - GEEK

• buying the laptop - DAD

• setting the laptop the first time - GEEK

• setting the laptop the first time - DAD

Answer 2

Personae are characterisations of different sets of user needs/goals based on ideal business customers.

Scenarios are different workflows that lead to completing business goals.

The two things are not exclusive to each other - You may have fewer personae than scenarios or you may have fewer scenario than personae. You may have a few personae that complete the same scenario or you may have one or two personae that complete several scenarios