Introduction

A customer journey map is a visual representation of the process a customer goes through when engaging with your company, product, or service. This template will help you document each touchpoint, understand customer emotions and needs, and identify opportunities for improvement. By mapping the journey from the customer's perspective, you can create more meaningful and effective experiences.

Template Structure

Journey Overview

Project Name:
Target Persona:
Journey Scope:
Last Updated:

How to Use This Template

Step 1: Prepare

1. Define Scope
   • Identify the specific customer segment you're mapping
   • Determine the starting and ending points of the journey
   • Gather existing customer data and research
2. Assemble Team
   • Include representatives from different departments
   • Ensure customer-facing team members are involved
   • Consider including actual customers if possible

Step 2: Map the Current Journey

1. Identify Stages
   • List all major phases of the customer journey
   • Use the pre-defined stages or customize them for your business
   • Ensure stages are sequential and logical
2. Document Customer Actions
   • List what customers do at each stage
   • Include both online and offline activities
   • Note interactions with different channels