customer journey map template lucidchart

• Lucid for Product and UX

Design the customer experience with Journey Mapping!

• 3 months ago 9 January 2024

• Lucid support team

Do you want a quick way to develop new products and services based on your customer needs? The customer journey map is one of the most powerful tools to give insights into your customers and help you design better experiences.  We have some in-depth tips for Creating a Customer Journey Map in this blog post here , but here’s a quick recap:

• Set goals and identify existing and future buyers.
• Compile qualitative and quantitative information from customer interviews to make data-driven decisions. Use Lucidchart to generate ideas and user persona templates to assist with research.
• Define customer touchpoints, including action, emotion, and potential challenges.
• Map the current state of the customer journey using Lucidchart
• Using hotspots and layers in Lucidchart to map future states to compare current and ideal states. 

You can check the fantastic Lucidspark template gallery here and get started! Let us know below which one is your favourite  😊

• 2 months ago 13 February 2024

My organization frequently uses journey mapping! One of my biggest pieces of advice is that if you journey map relatively frequently, it’s helpful to make a template for your organization to use and just duplicate it with each map you create! It saves you time from starting from scratch. 

• Lucid Legend Level 1

This is very useful and helpful - thank you for sharing.

• Lucid community team
• 1703 replies
• 2 months ago 14 February 2024

@Erin.Welsh  That makes a ton of sense. Any chance you’re willing to share a screenshot of the template your org uses? Would love to see what you’ve incorporated.

@Amelia W  once created a user journey map for the customer experience on our previous Lucid community platform. While we were very familiar with individual components and actions that a user might take, seeing the entire picture at once was very revealing. Amelia, would you be willing to share a bit of it?

• 125 replies

@Micah , of course! User journey maps can help provide some really powerful insights. I used the  5-stage customer journey map template  in Lucidchart to get started.

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Top 5 Customer Journey Mapping Tools (+ Templates)

As the digital world continues to change, you must know more about your customer's journey. Customer Journey maps help you see and analyze how customers interact with your brand. You can improve marketing strategies and customer experiences using them. Let's explore customer journey mapping tools and top templates that you can use to understand customer behavior better and create customer-centric products and services.

A customer journey map is a visual storyline of a customer's experience with a brand—from initial contact to long-term engagement. Such maps are crucial for you to understand and improve customer interactions. With the right tools, creating these maps becomes easier and more effective. 

Explore the top five customer journey mapping tools and templates to streamline your design efforts and elevate the customer experience.

But first, let’s get into some basics. 

Why Use a Customer Journey Map?

Customer journey maps serve a specific purpose : to show customers' paths with your brand. They reveal insights into customer interactions. Let’s understand how customer journey maps contribute to a more customer-centric business approach.

Matt Snyder, Head of Product and Design at Hivewire, discusses the power of journey mapping.

• Transcript loading…

1. Enhance Customer Understanding

Creating a journey map fosters a deep understanding of your customers. You see their experience through their eyes. This insight helps you create a customer experience design and tailor services to their needs, which will ultimately lead to higher satisfaction and loyalty.

2. Identify Pain Points

Mapping the customer journey highlights areas where customers face challenges. You can work on solutions as you identify these pain points. 

3. Boost Cross-Functional Collaboration

Journey maps bring various teams together, from marketing to product development . This collaboration ensures a cohesive strategy. It can enhance the consistency and quality of customer interactions across all touchpoints.

4. Informed Decisions Based on Real Data

Teams create customer journey maps based on real user data. This helps all stakeholders make informed, strategic decisions that are aligned to ensure a better match between what customers want and what the business offers.

5. Foster Innovation

Journey maps inspire innovation in customer experience. They reveal opportunities and spark new ideas that could lead to breakthroughs in brand engagement. This innovation shapes how you connect with your audience.

How to Create a Customer Journey Map

Creating a journey map is a strategic process that unveils how customers interact with your brand. It provides a detailed overview of their experience, from initial contact to post-purchase engagement. This section guides you through the essential steps to craft a comprehensive customer journey map.

Define Your Map’s Business Goal : Determine the purpose of the map and its target audience. Focus on specific user experiences it aims to address.

Conduct Research : Gather data on customer experiences across all touchpoints. Collect statistical and anecdotal evidence using customer interviews , surveys , and social media insights.

Whether it’s an interview or a survey , the quality of the results depends on the quality of the questions. Watch William Hudson, UX expert and Author, discuss how to write good questions. 

Review Touchpoints and Channels : Identify all customer touchpoints and channels. Customers may make online bill payments or do other work through your app. 

Make a Persona : Create a customer persona where you understand customer actions, thoughts, feelings, and needs. You must identify barriers and annoyances.

Sketch the Journey : Combine all elements, including touchpoints, timescale, and persona. Illustrate the customer's path through these elements. Note down their emotions at each stage.

Iterate and Refine : Continuously improve your sketch with the aim of an ideal representation of the customer journey.

Share with Stakeholders : Ensure all stakeholders understand the map’s significance. It helps you enhance customer experiences and benefit the organization.

Tools and Software for Customer Journey Mapping

The right tools for customer journey mapping can make a significant difference. We’ll discuss the top five tools and provide a starter template for each tool to help you get started. This synergy ensures you extract maximum value from the tool and its accompanying template. Let's explore some of the top options available.

© Interaction Design Foundation, CC BY-SA 4.0

© ClickUp, Fair Use

ClickUp stands out for crafting outstanding customer journey maps. You can visualize your workflow using its whiteboard tool and mind map creator. These tools allow you to map out every stage of your customer's journey, including awareness, purchase, repeat buying, and churn.

Additionally, ClickUp provides a variety of pre-made templates for customer journey maps. This saves time and effort. The Mind Maps feature lets you set up detailed workflows and approval processes. It simplifies the task of assigning dependencies for each step.

Best Features

Whiteboard to visualize ideas.

Mind Map Maker for dynamic outlines and flowcharts.

Customizable templates for different use cases.

Variety of views for task management and journey mapping.

Limitations

Numerous customizations can be overwhelming. 

A steep learning curve for new users.

Free Forever plan.

Unlimited: $7/month per user.

Business: $12/month per user.

Enterprise: Custom pricing.

ClickUp’s Customer Journey Map Template

ClickUp's customer journey map template helps teams visualize the customer's path. It allows teams to track actions, touchpoints, and experiences for strategic improvements. This tool fosters collaboration, as team leads can oversee the journey for a seamless customer experience from awareness to conversion.

Get the template

© Miro, Fair Use

Miro is a versatile digital whiteboarding platform. It excels in facilitating remote collaboration across teams. You can use Miro for brainstorming , project planning, and customer journey mapping. Its intuitive interface and extensive template library make it a popular choice.

Expansive template library for various use cases.

Real-time collaboration tools for product teams and cross-functional stakeholders. 

Integration with popular apps like Slack, Microsoft Team and Jira.

Infinite Canvas offers vast space for mapping complex journeys.

New users may find using Mitro overwhelming due to its extensive features.

Occasional lag with larger boards or when many users collaborate.

Limited customization options in templates.

Basic: Free with limited features.

Starter: $8/month per user.

Business: $16/month per user.

Enterprise: Custom pricing for comprehensive needs.

Miro’s Customer Journey Map Template

This Miro template features a comprehensive customer journey map. It helps teams capture key goals, struggles, actions, touchpoints, and customer feelings. Miro enables collaborative editing and brainstorming to support the process. It makes the mapping exercise highly interactive and efficient.

3. Figjam by Figma

© Figma, Fair Use

Figjam by Figma is an excellent tool for collaborative interface design and prototyping . It lets people and teams create designs from scratch, including customer journey maps. 

This tool has a free whiteboarding feature. It's great for sketching designs and wireframes . While mainly for UI/ UX design , it stands differently than other customer journey mapping tools.

Modern pen tool for precise design.

Plugins for automating tasks.

Flexible styles and accessible libraries.

Easy export options for sharing designs.

No offline accessibility .

Difficulty in finding specific resources in the community section.

Limited image manipulation options when you create customer journey maps.

Free plan available.

Professional: $12/month per editor.

Organization: $45/month per editor.

Enterprise: $75/month per editor. 

Figjam by Figma’s Customer Journey Map Template

This FigJam template includes a profile section that ensures teams focus on the user. Key sections capture user actions, goals, emotions, opportunities, and challenges. You can document the learnings at the end and add insights for future strategies.

4. Lucidchart

© Lucidchart, Fair Use

Lucidchart is an advanced diagramming tool that creates customer journey maps. It enables teams to collaborate and visualize complex processes, systems, and customer interactions. 

Integrates data into diagrams for dynamic mapping.

Generates visual representations from data.

Compatible with Google Workspace, Atlassian, Slack, and more.

Visualization filters to highlight specific parts of the customer journey.

Saves and shares customer personas and journey maps.

Performance lags with large, complex diagrams.

Steep learning curve compared to simpler alternatives.

Issues with low-resolution exports.

Free: $0, offers basic features.

Individual: $7.95/month per user for more advanced capabilities.

Team: $9/month per user, designed for team collaboration.

Enterprise: Custom pricing, suitable for larger organizations with specific needs.

Lucidchart’s Customer Journey Map Template

The Lucidchart template features a persona profile, scenarios , and expectations. Lucidchart offers tools like shape libraries, text formatting options, and diagram key creation for a clear, structured journey visualization in the template.

5. UXpressia

©UXpressia, Fair Use

UXpressia is a leading UX tool for creating customer journey maps, personas, and impact journey maps. It enables individuals and teams to collaborate in real-time. Also, UXpressia offers interactive online courses to help teams with their journey-mapping initiatives. 

It has 70+ customer journey maps, personas, and impact map templates. 

It has a big list of features to make small and big/complex journey maps.

Comes with integrated web analytics to detail the customer experience.

Its presentation mode displays journey maps online.

Allows exports with custom branding.

Limited features and unintuitive workflow

Steep learning curve

Starter: $16/month per user

Pro: $36/month per user

Enterprise: Contact the UXPressia sales team for pricing

UXpressia’s Customer Journey Map Template

UXpressia offers a blank canvas for a customer journey map segmented into stages like Aware, Join, Use, Develop, and Leave. It's structured to define user goals , processes, channels, problems, and experiences. The design encourages adding personas for tailored journey mapping. You can change the positioning of stages and add different colors to each stage. 

Design Your Own Customer Journey Map

 Use this five-step approach to map your customer’s experience:

Add a Persona : You can create a persona representing a typical customer. Add detailed information about this persona at the top of the map. Include their demographics and characteristics relevant to the journey.

Add Phases : Divide the customer experience into key segments or phases. Each phase column will include the persona's thoughts and actions later.

Add Actions : Next, detail the actions and thoughts of the persona in each phase based on user research findings.

Add Trends : Here, you include quantitative measures that show how the experience changes over time. These could be survey results or any relevant data that suggests fluctuations in the journey.

Add Narrative Facts : This step uses qualitative and quantitative elements from user research. You can add quotes from the persona or significant data points explaining the highs and lows in the journey. You may include any roadblocks the customer faces.

You can use the IxDF Customer Journey Map Template as a handy reference to quickly design your map.

This template helps you map crucial parts of the customer journey to make informed design decisions. It keeps the process simple and uses standard data representation methods.

Customer journey maps don’t need to follow a specific format; you can tailor them to suit your project. Here’s another example, along with a blank template to inspire your map.

The Take Away

Customer journey maps help teams understand the customer's experience and reveal pain points, emotions, and interactions.  Use these maps to: 

Understand customer experiences to tailor strategies for each stage of their journey.

Consider customer emotions and pain points as significant influencers in their decision-making.

As a visual tool to capture these insights and guide business strategies.

To optimize customer experiences or identify new business opportunities.

These insights help you create a delightful and compelling customer journey.

Where to Learn More

The topic Customer Journey Map: Definition & Process .

Take our course Journey Mapping

Read Hubspot’s Whitepaper on the Customer Journey Map

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How to design a customer journey map (A step-by-step guide)

A customer journey map is a visual representation of how a user interacts with your product. Learn how to create a customer journey map in this practical step-by-step guide.

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Successful UX design is rooted in empathy. The best designers are able to step into their users’ shoes and imagine what they think, feel, and experience as they interact with a product or service. 

One of the most effective ways to foster user empathy and consider different perspectives is to create customer journey maps—otherwise known as customer journey maps.

If you’re new to journey mapping, look no further than this guide. We’ll explain:

• What is a customer journey map?

Why create customer journey maps?

When to create customer journey maps, what are the elements of a customer journey map, how to create a customer journey map (step-by-step).

If you want to skip straight to the how-to guide, just use the clickable menu to jump ahead. Otherwise, let’s begin with a definition. 

[GET CERTIFIED IN UX]

What is a customer journey map? 

A customer journey map (otherwise known as a user journey map) is a visual representation of how a user or customer interacts with your product. It maps out the steps they go through to complete a specific task or to achieve a particular goal—for example, purchasing a product from an e-commerce website or creating a profile on a dating app. 

Where does their journey begin? What’s their first point of interaction with the product? What actions and steps do they take to reach their end goal? How do they feel at each stage? 

You can answer all of those questions with a user journey map.

A user journey map template from Miro . 

Creating customer journey maps helps to:

• Centre the end user and foster empathy. Creating a user/customer journey map requires you to step into the end user’s shoes and experience the product from their perspective. This reminds you to consider the user at all times and fosters empathy.
• Expose pain-points in the user experience. By viewing the product from the user’s perspective, you quickly become aware of pain-points or stumbling blocks within the user experience. Based on this insight, you can improve the product accordingly.
• Uncover design opportunities. User journey maps don’t just highlight pain-points; they can also inspire new ideas and opportunities. As you walk in your end user’s shoes, you might think “Ah! An [X] feature would be great here!”
• Get all key stakeholders aligned. User journey maps are both visual and concise, making them an effective communication tool. Anybody can look at a user journey map and instantly understand how the user interacts with the product. This helps to create a shared understanding of the user experience, building alignment among multiple stakeholders. 

Ultimately, user journey maps are a great way to focus on the end user and understand how they experience your product. This helps you to create better user experiences that meet your users’ needs. 

User journey maps can be useful at different stages of the product design process. 

Perhaps you’ve got a fully-fledged product that you want to review and optimise, or completely redesign. You can create journey maps to visualise how your users currently interact with the product, helping you to identify pain-points and inform the next iteration of the product. 

You can also create user journey maps at the ideation stage. Before developing new ideas, you might want to visualise them in action, mapping out potential user journeys to test their validity. 

And, once you’ve created user journey maps, you can use them to guide you in the creation of wireframes and prototypes . Based on the steps mapped out in the user journey, you can see what touchpoints need to be included in the product and where. 

No two user journey maps are the same—you can adapt the structure and content of your maps to suit your needs. But, as a rule, user journey maps should include the following: 

• A user persona. Each user journey map represents the perspective of just one user persona. Ideally, you’ll base your journey maps on UX personas that have been created using real user research data.
• A specific scenario. This describes the goal or task the journey map is conveying—in other words, the scenario in which the user finds themselves. For example, finding a language exchange partner on an app or returning a pair of shoes to an e-commerce company.
• User expectations. The goal of a user journey map is to see things from your end user’s perspective, so it’s useful to define what their expectations are as they complete the task you’re depicting.
• High-level stages or phases. You’ll divide the user journey into all the broad, high-level stages a user goes through. Imagine you’re creating a user journey map for the task of booking a hotel via your website. The stages in the user’s journey might be: Discover (the user discovers your website), Research (the user browses different hotel options), Compare (the user weighs up different options), Purchase (the user books a hotel).
• Touchpoints. Within each high-level phase, you’ll note down all the touchpoints the user comes across and interacts with. For example: the website homepage, a customer service agent, the checkout page.
• Actions. For each stage, you’ll also map out the individual actions the user takes. This includes things like applying filters, filling out user details, and submitting payment information.
• Thoughts. What is the user thinking at each stage? What questions do they have? For example: “I wonder if I can get a student discount” or “Why can’t I filter by location?”
• Emotions. How does the user feel at each stage? What emotions do they go through? This includes things like frustration, confusion, uncertainty, excitement, and joy.
• Pain-points. A brief note on any hurdles and points of friction the user encounters at each stage.
• Opportunities. Based on everything you’ve captured in your user journey map so far, what opportunities for improvement have you uncovered? How can you act upon your insights and who is responsible for leading those changes? The “opportunities” section turns your user journey map into something actionable. 

Here’s how to create a user journey map in 6 steps:

• Choose a user journey map template (or create your own)
• Define your persona and scenario
• Outline key stages, touchpoints, and actions 
• Fill in the user’s thoughts, emotions, and pain-points
• Identify opportunities 
• Define action points and next steps

Let’s take a closer look.

[GET CERTIFIED IN UI DESIGN]

1. Choose a user journey map template (or create your own)

The easiest way to create a user journey map is to fill in a ready-made template. Tools like Miro , Lucidchart , and Canva all offer user/customer journey map templates that you can fill in directly or customise to make your own. 

Here’s an example of a user journey map template from Canva:

2. Define your persona and scenario

Each user journey map you create should represent a specific user journey from the perspective of a specific user persona. So: determine which UX persona will feature in your journey map, and what scenario they’re in. In other words, what goal or task are they trying to complete?

Add details of your persona and scenario at the top of your user journey map. 

3. Outline key stages, actions, and touchpoints

Now it’s time to flesh out the user journey itself. First, consider the user scenario you’re conveying and think about how you can divide it into high-level phases. 

Within each phase, identify the actions the user takes and the touchpoints they interact with. 

Take, for example, the scenario of signing up for a dating app. You might divide the process into the following key phases: Awareness, Consideration, Decision, Service, and Advocacy . 

Within the Awareness phase, possible user actions might be: Hears about the dating app from friends, Sees an Instagram advert for the app, Looks for blog articles and reviews online. 

4. Fill in the user’s thoughts, emotions, and pain-points

Next, step even further into your user’s shoes to imagine what they may be thinking and feeling at each stage, as well as what pain-points might get in their way. 

To continue with our dating app example, the user’s thoughts during the Awareness phase might be: “ I’ve never used online dating before but maybe I should give this app a try…”

As they’re new to online dating, they may be feeling both interested and hesitant. 

While looking for blog articles and reviews, the user struggles to find anything helpful or credible. This can be added to your user journey map under “pain-points”. 

5. Identify opportunities

Now it’s time to turn your user pain-points into opportunities. In our dating app example, we identified that the user wanted to learn more about the app before signing up but couldn’t find any useful articles or reviews online.

How could you turn this into an opportunity? You might start to feature more dating app success stories on the company blog. 

Frame your opportunities as action points and state who will be responsible for implementing them.  

Here we’ve started to fill out the user journey map template for our dating app scenario:

Repeat the process for each phase in the user journey until your map is complete.

6. Define action points and next steps 

User journey maps are great for building empathy and getting you to see things from your user’s perspective. They’re also an excellent tool for communicating with stakeholders and creating a shared understanding around how different users experience your product. 

Once your user journey map is complete, be sure to share it with all key stakeholders and talk them through the most relevant insights. 

And, most importantly, turn those insights into clear action points. Which opportunities will you tap into and who will be involved? How will your user journey maps inform the evolution of your product? What are your next steps? 

Customer journey maps in UX: the takeaway

That’s a wrap for user journey maps! With a user journey map template and our step-by-step guide, you can easily create your own maps and use them to inspire and inform your product design process. 

For more how-to guides, check out:

• The Ultimate Guide to Storyboarding in UX
• How to Design Effective User Surveys for UX Research
• How to Conduct User Interviews

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The Ultimate Guide to Customer Journey Mapping [Updated 2022]

In a world full of choice, how are brands standing out?

By creating exceptional customer experiences.

Emotions play a large role in purchasing decisions. Brands that can create positive experiences are more likely to attract and retain customers, drive revenue, and experience growth.

For many businesses, customer journey mapping (CJM) is the first step towards creating these exceptional customer experiences.

We’ll talk about what customer journey mapping is, why customer journey mapping is especially important for offline-first businesses, and how to create your own customer journey map..

Customer journey mapping process, source: Unsplash

Customer journey definition

Your customer journey is the series of touchpoints your customer experiences as they interact with your brand on their way to making a purchase or after purchasing.

What is customer journey mapping?

Customer journey mapping is a visual representation of a customer’s experience with your brand. It highlights the various touchpoints, actions, and goals a user has in the process of becoming your customer.

Since 56% of customer interactions happen across channels , there are many opportunities for cost savings, growth, and customer retention for your brand when you deepen your understanding of your customer’s journey. It’s best practice to map out your customer journey so you can identify pain points and opportunities for growth.

A customer journey map is a visual representation of your customer journey from the moment they first interact with your brand all the way through to when they become loyal advocates.

Customer journey mapping will help you step into your customers’ shoes and gain valuable insights into their real-world interactions with your brand – from clicking on your Google ad to stepping into your museum or store.

A strong customer journey map will provide insights into the aspects of the customer journey that are working well, not-so-well, and any aspects that may be missing altogether. These insights are an incredible resource as they help you to better understand your customers and pinpoint where you should be focusing your time and efforts.

Why is customer journey mapping important?

An exceptional customer experience is essential if you want to build brand equity, attract customers, and grow your business. Your customers interact with your organisation in a variety of ways. With the increasing complexity of interactions online and offline you’d think customer journey mapping features in most organisations’ customer experience (CX) plans.

How would you best describe your understanding of the customer journey? Source: econsultancy.com

Yet, even though 81% of companies believe customer experience is a competitive advantage , only 8% report having a joined up omnichannel strategy. A full 33% admit they’re unable to track customer journeys at all.

It makes sense to spend some time creating your customer journey map – 71% of brands say that customer journey mapping has reduced their customer service costs by up to 20%. A further 77% of consumers say they view brands more favourably when they ask for feedback.

With 84% of consumers saying being treated like an individual is very important to winning their business, it’s critical that you understand your buyers’ desires and pain points at every interaction with your brand.

Source: salesforce.com

To create an exceptional customer experience , you need to have the proper data. Customer journey mapping is a strategic tool that helps you create personalised experiences along every step of the customer journey. It helps you meet short-term customer needs and expectations but also gives you a long-term view of their expectations so you can anticipate future needs. A customer journey map provides you with the insights you need to better understand your customers. This allows you to then create a customer experience that satisfies all their expectations.

The last mile of the customer journey is an important topic and customer journey mapping can help you identify opportunities for advanced forecasting, optimised delivery, intelligent insights, and real-time tracking.

Benefits of customer journey mapping

With information comes empowerment. By gaining a deeper understanding of your customer experiences through customer journey mapping, you will be empowered to make decisions that elevate your business.

By thoroughly mapping customer journeys, you can develop a customer-focused mentality, improve your customer retention rate, and gain a deeper understanding of your customers.

Customer journey mapping has several benefits , including:

• Uncovering the differences in behaviour between buyer personas
• Creating a logical buying process
• Optimising the onboarding process
• Benchmarking your customers’ experience against predictions

You can create a customer-focused mentality throughout the company

Although every department in your company is working towards the same goal, the objectives of each department may be slightly different. Everyone in the business wants to achieve growth. But while the marketing department focuses on building brand awareness, the accounting department focuses on profits and losses. Whatever the department’s objectives may be, the customer must always be at the heart of every action and goal.

By creating a customer journey map that illustrates the entire customer journey and the role each department plays in shaping the experience, you can unite departments over a shared customer-focused mentality. This shared mentality can help departments unite their objectives, improve the customer experience, and reach the same goals.

You can improve your customer retention rate

Customers are largely driven by emotion. If your business delivers a consistently positive experience, your customers are unlikely to take their business elsewhere.

By improving customer engagement and your customer retention rate through exceptional customer experiences, your business will likely also benefit from:

• Increased revenue. You are more likely to up-sell and cross-sell to existing customers. These revenue sources are often more profitable for your business.
• Improved external touchpoints. Your loyal customers will share positive referrals and reviews of your business to new potential customers.
• Cost efficiencies. It is generally more affordable to retain current customers than to attract new ones.

You can gain a deeper understanding of your customer

The best way to help your customer and create an exceptional customer experience is by understanding who they are and what they want. Diving into the actions and touchpoints your customers have along their journey will reveal the different goals they have and the outcomes they expect. This understanding will allow you to implement solutions and strategies that appeal directly to your customer’s wants and needs so you can continue creating those positive experiences and build brand loyalty.

A case against customer journey mapping

While there are many benefits to creating a customer journey map, it is not without its limitations. Some of these limitations include:

Little opportunity for flexibility. If you are a newer business without a pre-established customer journey in place, creating a customer journey map can limit your ability to test and experiment with different customer experience models or initiatives.

Excludes external factors. Inputs such as cost, implementation difficulty, and competition are not included in a customer journey map. However, these inputs have the potential to hold a notable influence on your overall customer experience and customer satisfaction.

Does not consider related journeys. Purchases don’t often happen in isolation, and your customer is likely engaging in a variety of related journeys with multiple businesses at the same time. CJM’s are not able to evaluate how these related journeys impact one another and influence the overall customer experience.

Despite its limitations, a customer journey map is still a great tool. Supplement CJM’s shortcomings by implementing additional tools that can work alongside your map.

The basic concepts of a customer journey map

A customer journey map combines a series of touchpoints, actions, emotions, and barriers that your customer experiences throughout their journey. Together, these inputs create one cohesive experience.

Example Customer Journey Map, source: Columbia Road

A strong journey map will include all these different inputs in detail so that you can make customer experience decisions based on complete and accurate information.

Touchpoints

A touchpoint is any interaction a customer has with your brand. This can include everything from in-store experiences and web searches to paid advertising and word-of-mouth referral. Essentially, a touchpoint is any interaction that allows your customer to form an opinion on your business.

Touchpoints are critical because their combined influence determines whether a user will become a customer. The challenge with touchpoints, however, is that many of them are outside of your control. Peer recommendations and user-generated content cannot be managed by your marketing department and depend upon the experiences of other customers with your brand.

Actions are any behaviour your customer engages in. This includes following your social media page, visiting your website, or coming to your store. While not all actions are equally important, they all play a role in determining whether a customer makes a purchase at the end of their journey.

Emotions & Motivations

Every customer has a different reason for purchasing from you. It may be because your product or service fulfils a functional need or because the customer aligns with your brand promise. Either way, the aspect uniting all purchasing motivations is emotion.

Customers’ decisions are largely based on how your business makes them feel. Ensuring you can fulfil customer’s functional needs while delivering a positive emotional experience is essential in creating a great customer journey.

Barriers & Pain Points

No customer journey is perfect, and at some point, your customer is likely to come across a barrier or pain point. Maybe your website load time is slow, or your return policy does not meet expectations. Whatever it is, most customer encounters a touchpoint or action that takes away from their overall experience.

Customers experience roadblocks, dead ends and frustration in their journey. The more friction we put in front of potential customers, the less likely they are to complete the journey Forbes

To create an outstanding customer experience, the first step is knowing where your barriers are. You need to identify these pain points and understand why they deter customers. With this information you can respond quickly and build effective solutions.

Current State

The most common type of customer journey map, is one that represents your customer journey as it currently exists. These customer journey maps outline the touchpoints, actions, emotions, and barriers that your users currently go through before and after becoming a customer. These types of CJM’s are great to help you acknowledge aspects of the customer journey that are working and identify growth opportunities.

Future State

A future state customer journey map, visualises your customer journey as you would like it to be. Future state CJM’s are aspirational by nature. They are great for creating a visual representation of your customer experience goals.

How do I create a customer journey map?

Source: https://unsplash.com/photos/w00FkE6e8zE

Your customer journey mapping should seek to address questions such as:

• Which customer segments am I targeting?
• What kinds of behaviours am I looking at – linear or cyclical?
• How can I start from the customer’s perspective?
• How can I recreate experiences across multiple channels and touch points?
• How can I represent important metrics and indicators such as NPS or CSAT scores?

There are many ways you can go about creating and designing your CJM, but for best results, we recommend following the following customer journey mapping methodology:

Conduct persona research

Many businesses believe they have an in-depth understanding of your customers and the customer experience. Yet, nothing beats speaking to your customers directly. For a strong customer journey map, conduct thorough research. Interview your customers via feedback surveys and questionnaires to get more complete and honest feedback on your current customer experience. Avoid making mistakes when surveying customers .

It is important to note when building your customer journey map, it is often best practice to focus on one customer persona at a time. Your customer base is diverse and so are their experiences with your brand. One CJM will not be enough to cover the variability in different customer journeys. Begin by focusing on one persona and slowly build out more maps from there to cover multiple personas.

Understand your customer’s goals

At every step along the customer journey, there is a goal your customer is trying to achieve. Whether that be trying to find your store hours when visiting your website, or wanting to learn more about your brand personality through social media. Every action is motivated by an end goal. By figuring out what these goals are at each stage of the customer journey, you will be able to determine if these goals are being satisfied effectively. You will also understand how these goals are evolving throughout the customer journey.

List all the touchpoints

The strongest CJM’s have lots of detail and are specific. Spend time identifying all the different touchpoints in your customer journey, to get a complete view of the experience.

Map the current state

To understand how you can improve your customer experience, you must first understand how the current journey is doing. Start by mapping the current state to create a baseline and identify opportunities for growth and improvement.

Take the customer journey yourself

Your real customers will be able to tell you a lot about your current customer experience. But most customers are not taking note of each and every touchpoint. They are likely to forget minor pain points or small moments of delight when questioned later on.

Going through your customer journey yourself is a great exercise. Approach with an unbiased perspective so you can experience first-hand the strengths and limitations of the journey. You’ll find deeper insight when you put yourself in your customer’s shoes.

Chart a sentiment line

Representing the emotional state of your customer throughout each stage of the journey is one of the most important aspects of your customer journey map. Each action taken by your customer is driven by emotion, so understanding how these emotions evolve throughout the journey and how they influence different actions is imperative. Include a sentiment line in your CJM that represents how emotions are evolving throughout the journey, and use this as a baseline when creating changes and improvements to your map.

Step-by-step: Customer journey mapping process

While it can be helpful to find other customer journey mapping examples, your customer journey map will be unique to your organisation’s goals and customers.

Source: davechaffey.com

We suggest the following 5 step process to build your customer journey map:

1. Gather the support of stakeholders

In the modern connected enterprise every department has a stake in the customer experience, not just customer support. Getting everyone involved early in the customer mapping process will help you define requirements and gather feedback further down the line.

2. Conduct customer research

Find out everything you can about your customers and their pain points through surveys , customer effort scores , and interviews. You can also use the data you have concerning your interactions with your customers, including your Customer Relationship Management (CRM) tool , social media conversations, customer support calls, and complaint logs.

Build a complete picture of your customers using words and phrases you’ve heard them use, adding motivations, expectations, pain points and other emotional elements you’ve been able to gather.

When you’re building a customer journey map, don’t forget to include customers that didn’t purchase to uncover differences in their experiences. This can provide useful insights on their decision-making process, helping you to plug gaps in your product and service offerings you may be unaware of.

3. Create your customer personas

Armed with the results of your customer research, build a comprehensive profile of your customers. You may have one or several buyer personas. A buyer persona is an idealised profile of a customer but it will help you formulate an understanding of each customer type.

Your customer persona will also help you understand your customers’ motivations.

These can be:

• Price – At the research stage
• Information and guidance – At the purchasing stage
• Recognition from peers – Post purchase, such as when recommending your product or service to their friends and family

4. Draw your customer journey map

There are many ways (customer touchpoints) your customer comes into contact with your brand before, during and after purchasing.

Your map should capture these touch points adequately, highlighting those that have the highest impact. The point of sale is especially important for many businesses because this is the last interaction your would-be customer has with the brand before committing to a purchase.

For long customer journeys, break up your map into phases , taking care to document your customers’ mindset throughout each phase as they try to accomplish different goals.

Start with a customer journey map template if you’re unsure where to start. You may want to ask a graphic designer to give your map a professional finish to maximise its impact on stakeholders.

5. Refine your journey maps

Use qualitative and quantitative data to identify roadblocks and pain points in your customer journey. Also, mark areas where you’re excelling so you can build on them. Where there are roadblocks in your customer journey, drill further into the data and try to figure out where adjustments might have the biggest impact.

How can I improve my customer journey?

Once you understand your current customer journey, you will face the challenge of figuring out ways to make improvements. While each business will have different areas of focus, here are some guiding steps to follow when creating and implementing changes.

Your journey maps will be extensive, and there are likely many different areas you could focus your time on. To avoid getting overwhelmed or, feeling unsure of where to start, begin by setting specific goals of what you want to achieve. Maybe you want to focus on your social media presence or improve your customer service wait times, whatever it is, start small and set specific and tangible goals to guide your efforts.

Decide what to measure

When making improvements to your customer journey, it’s important to measure their impact. By defining metrics and measuring the success of different initiatives, you can track your progress and create a benchmark for future changes and opportunities.

Include KPIs

Changes to your customer journey won’t happen overnight. Set key performance indicators to help keep your team focused and on track as they work towards implementing outlined improvements. Align your KPI’s with your goals to help keep the improvement process organised and succinct.

Prioritise and fix issues

Once you’ve built your current state customer journey map, there will likely be quite a few customer pain points and improvement opportunities. To decide where to start, prioritise improvements based upon their significance in the customer journey, how frequently a customer interacts with that touchpoint, and the return on investment (ROI) they can deliver. Begin by fixing the highest priority items and work your way down the list.

Review and update each journey map after every major change

As your business evolves, so will your customer journey. Every time you launch a new product, service, or location be sure to update your CJM to reflect the changes. Customers expect a lot and being able to constantly improve your offerings while delivering consistently exceptional experiences will go a long way in building customer loyalty .

Set monthly, quarterly, or annual meetings to review the CJM as a team to help get you in the practice of making updates frequently.

Example customer journey maps

No two customer journey maps are alike. Depending on your industry and who your customers are, your customer journey map will hold different details and nuances to create a comprehensive and specific visual of your customer journey.

Although each CJM is unique, here are a few examples to help get you started.

Retail customer journey map example

Source: IKEA

Customer journey mapping for big corporations can be tough. Ikea did a great job of developing a CJM that outlines the thoughts, behaviours, and emotions of a customer throughout their journey at the store. Visually appealing and easily digested, this map clearly describes the entire journey with all its complexities and nuances.

Bonus example: Omnichannel consumer journey map example

Source: Medium

It’s not a simple customer journey map, but this amazing graphic beautifully demonstrates how offline and online consumer journeys are connected as a buyer interacts with different touchpoints at IKEA.

B2B customer journey map example

Source: FedEx Business Insights

This customer journey map by FedEx is customer-focused and addresses the goal of the customer – global expansion. Through b2b international customer journey mapping, and by highlighting the customer journey from start to finish - and how FedEx plays a role in goal attainment - FedEx can position itself as an essential aspect of the B2B customer journey.

Circular customer journey map example

Customer Journey Map created by LEGO

A fun example of a circular customer journey map is the one from Lego, showing the customer experience of a Lego customer flying from Heathrow to New York City. In this example, Lego pays close attention to each step of the journey to create a detailed, unique, and exceptional LEGO customer journey.

Automotive customer journey map example

Car Rental Customer Journey Map created by Delightability

The image shows an automotive customer journey map using car rental. It’s taken from Gregory Olson’s book, The Experience Design Blueprint.

As you might notice, the relevance of each touchpoint on the journey depends largely on the audience. The company may have an interest in improving the overall experience when you’re trying to find a car to rent and using their app, but for someone renting a car for business travel, that might be less important than how easy it is to return the car at their destination.

So context matters. How you use the service as a business traveler will likely be very different from how you use it as a tourist.

The one thing we can all relate to is that most people have rented a car, so we can look at this map and think about all of our experiences in this context—and then consider how they could improve those parts that are more relevant to us based on what we do with them.

Use of customer journeys to improve customer satisfaction

Depending on what type of business you are in, the ideal customer experience will be different. By understanding who your customers are, what they need, and the experience they want to have, you can prioritise and implement the improvements that best align with your customer’s ideal experience.

In our world of change, competing on exceptional experiences is key to success. Make sure to use your journey map frequently and across departments to maintain your competitive advantage.

Tools to help you with your journey mapping

There are a variety of tools you can use to support the development of a strong customer journey map. Some of the tools that we recommend include:

Get everything done at once with Smaply.

A great tool to help you along the journey, Smaply helps you create customer personas, stakeholder maps, and customer journey maps. Includes various visualisation features and icons to help you add detail.

Create custom templates with Lucidchart

A great option for those looking to create a customised map. Lucidchart is a free online tool that allows you to develop a customer journey map using its suite of features.

Keep yourself on track with Asana.

After building your map, you will need a strong organisational system to keep you on track to implement journey improvements. Using a CRM journey map or work management platform like Asana helps you build out implementation projects, assign roles, and collaborate with your team to make customer journey changes quickly and efficiently.

15 free customer journey map templates

A customer journey map that looks great and is easily interpreted is more likely to be used by your team. Here are some great (free!) customer journey templates and customer journey canvas you can use to help develop your journey map:

• Practical Service Template
• Customer Journey Canvas
• Visual Paradigm Customer Journey Maps
• Invision App CJM Template
• Shopping & Purchases CJM Template
• Bundled Journey Map
• Graphic Customer Journey Maps
• Retail Customer Journey Template
• Miro Customer Journey Map
• Customize CJM
• Comprehensive CJM Template
• Simple Customer Journey Template
• Leisure & Entertainment CJM Template
• Restaurant Customer Journey Map
• Service Blueprint Template

Download your free customer journey map template using any of the links above.

Final Thoughts

To compete in our world of choice, you need to stand out from the crowd.

By delivering exceptional customer experiences you can stay competitive, build strong customer relationships, and drive profits.

Use the above steps, recommendations, and tools to build a strong customer journey map that will help you better understand your customers and grow your business.

Co-founder, TRACX

Tom is the co-founder of TRACX, a no-code marketing platform that allows local business owners to collect customer feedback and create engaging marketing campaigns. With over 17 years of experience in entrepreneurship, product development, and marketing for businesses large and small, Tom is currently responsible for developing product and marketing strategies for TRACX.

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Blog / Journey Tools

11 Customer Journey Mapping Tools to Navigate & Analyze User Experiences

• February 29, 2024

Table of Contents

Understanding your customers can be challenging when dealing with a vast amount of unstructured data.

On average, businesses source their customer data from 28 different channels and house it in 17 different applications. This data may help to gain insights about their customer experience and meet their expectations, but a lack of control over siloed data fails to serve the purpose.

That’s where data visualization comes into play.

Using customer journey mapping tools, you get a comprehensive view of how your customers interact with your brand and identify the different touchpoints and conversion paths they take to convert. More importantly, you can put all your collected customer data into use by visualizing it into customer journey maps without having to navigate through different platforms.

We’ve compiled a list of 11 customer journey mapping tools to help you get started and create the most accurate and data-backed maps to help with your marketing decisions.

Key Takeaways

Optimize the customer journey with real-time analytics

Visually understand the customer journey from start to finish- and how it can be improved

1. Funnelytics

Funnelytics is a customer journey mapping tool that uses whiteboard technology to help you draw your entire customer journey on a canvas.

“ I am able to show my clients exactly how their funnel will look in a clean visual way. This is a great sales tool. ” – Sam K .

Integrations with top analytics software allow for real-time, in-depth sales funnel data on an intuitive drag-and-drop interface. You can present this data visually to your clients and stakeholders with ease, which is very handy for agencies.

Even better, using funnel simulations, you can forecast the results of your funnel plan before implementing it. This allows you to test out the probability of success vs failure for every approach you take, and an opportunity to optimize for best results.

The learning curve to start with Funnelytics can be a little steep for people who are new to creating visual maps to track and understand customer journeys. This is why our team created a great resource in our vault of funnels (essentially templates.) You can import these funnels into your builder easily, which will jumpstart your project whether you’re a beginner or a visualization veteran.

Moreover, you’ll enjoy our onboarding process, where we help you get acquainted with the tool while also offering clients optimization workshops and same-day support to get you unstuck whenever you need.

“ Tracking multiple traffic sources across multiple domains is not easy. This is why I use Funnelytics. ” — Quentin P.

Understand your user flow with Funnelytics

We help performance-driven marketing teams plan and improve the customer journey at every level

Pricing : $199–$999 per month

Key features :

• Highly intuitive.
• Easy-to-use interface with visual drag-and-drop features for easy mapping and customer journey tracking .
• The traffic explorer feature allows you to map backward.

Smaply is a customer journey mapping platform that allows you to centralize and digitize your customer experience insights. Its simple drag-and-drop features help you visualize different types of data to review your customer experience and identify key friction points.

You can see a lot of customer data at once in Smaply, because it displays multiple channels and customer journeys simultaneously. This allows you to show the differences between the two tracks for better decision-making.

Smaply also offers customizable templates that can be duplicated and re-used and collaboration features, which allow sharing of customer journey insights to the team in real-time.

A downside to Smaply is that its users find the cost on the higher end compared to the features it offers, which can be off-putting for those with tighter budgets.

Pricing : $0 – $29 EUR per month, offers custom pricing

• Simple drag-and-drop editor
• Feedback mode and sharing to help with collaboration
• Customizable templates

3. Custellence

Custellence allows you and your team to collaborate and combine your customer journey efforts into a single dashboard. It helps you create your customer journey map in minutes, which allows you to present a strong customer case and get a buy-in from stakeholders.

With Custellence, you can create elaborate customer journey maps, easily share them with your teams, and collaborate with them on your workspace. Like Smaply, it offers a stack of templates you can adapt and tailor for your own purposes.

However, when it comes to adapting the tool for more complex journey maps, many users find it difficult to apply customer journeys for different use cases.

Pricing : $0 to $34 per member per month, offers custom pricing

• Churn management
• Intuitive, lane-based interface,
• Flexible map structure

4. UXPressia

UXPressia is more of an all-in-one tool that helps you create customer journey maps, user personas and impact maps—that means all your customer experience assets stay in one place. See statuses, tags, and ownerships of each journey map you create and visualize everything from the big picture to the micro journeys.

This makes it easier to align your team and stakeholders from different parts of your organization for better collaboration. You can create designer-quality journey maps and tweak them to present to different people, which can save you a lot of time and effort.

Moreover, you can embed website, product, or service prototypes, marketing presentations, survey results, etc. into your journey map so you don’t leave out any crucial information.

Given the vast variety of features UXPressia offers, it can be a little clunky and complex, which often bugs users looking for simpler solutions.

Pricing : $0 to $36 per user per month, also offers custom pricing

• 100+ free customer journey mapping templates
• User roles and teams for access control
• Version history
• Branding elements to help you stay on brand always

5. Lucidchart

Lucidchart is a visual whiteboard tool that allows teams to collaborate seamlessly—from initial ideas to successful delivery. This tool’s user-friendly interface and diverse tools make it easy to create diagrams.

Unlike tools like Funnelytics, it’s not specifically designed for mapping customer journeys around marketing and sales funnels. It’s more of a general intelligent diagramming tool that helps you assemble funnel maps, customer journeys, and flow charts.

However, that makes it suitable for any team for different purposes—the marketing team can create elaborate funnel maps while the design team can create flowcharts for their processes.

As a general-purpose tool, Lucidchart lacks several advanced features compared to its competitors, making it less of a versatile option for users looking for high-end functionalities.

Pricing : $0 to $9 per user per month, also offers custom pricing

• Virtual whiteboard to bring your ideas to life
• Intelligent diagramming to visualize complex data
• Cloud visualization to optimize your cloud environments

Figma is more of a general-purpose design tool that has different modes with different purposes—development, design, whiteboard, and prototyping—all in one platform. It’s mainly an all-in-one tool for product teams to create, test, and ship better products faster and more efficiently.

While the prototyping mode helps you create realistic prototypes to test the interactive experience before launching, the FigJam (whiteboard) is the one you can use to create your customer journey mapping while collaborating with your team on an intuitive interface.

However, one of the limitations of this tool is the lack of advanced prototyping features, which can be a challenge for those looking to build complex customer journey maps.

Pricing : $0 to $75 per editor per month

• Easy collaboration allowing brainstorming and working on complex workflows.
• Open sessions that allow you to invite anyone for 24 hours.
• Live audio calls on the board.
• Timer and voting options.

Miro is a multi-purpose online collaborative whiteboard that can be used to build funnel maps, plan marketing campaigns, develop a roadmap, and more.

It allows distributed teams to come together, work on a common goal and manage the processes throughout different lifecycle stages.

The interactive and easy-to-use whiteboard platform allows you to strategize new initiatives while considering your customers’ needs and designing customer-centric solutions.

Miro offers six core capabilities to help you with a layout to get started under different scenarios such as process mapping, workshop collaboration, product development workflows, etc. However, users find it difficult to follow through, considering its vast range of features and workflows.

Pricing : $0 to $16 per user per month, custom pricing also available

• Miro Assist to help you automatically generate mind maps, diagrams, and codes for you.
• Multiple solutions include mind mapping, flowcharts, wireframing, process mapping, technical diagramming, and more.
• Easy to collaborate

8. Visual Paradigm

Visual Paradigm is a development tool suite consisting of design, analysis, and management tools to help you manage your projects. Its customer journey mapping tool allows you to study customer experience and illustrate customer relationships with your brand.

The interface you get on creating a new customer journey map isn’t very intuitive, and some might find it pretty basic compared to other tools mentioned in this list. However, fewer features and simplicity mean the tool is easy to learn and grasp, and you can create simple customer journey mapping within minutes.

Pricing : $6 to $89 per month

• Visual modeling
• Business analysis and design
• Drag-and-drop editor

Sketch is another multi-purpose collaborative tool like Miro that markets itself as the complete design platform. It’s available as a web app and a Mac app. While you can build websites, icons, apps, illustrations, and design systems using Sketch, you can use its prototyping feature for customer journey research and mapping.

It comes with a powerful vector editor and built-in prototyping, so it’s easy to create stunning journey maps. It also allows you to collaborate with your team using its workspace feature, where you can share designs and prototypes and offer feedback.

Since it’s not specific to customer journey mapping or sales funnel, many advanced features are lacking. To get started, you’ll need to build your journey maps from scratch without the support of dedicated templates.

Pricing : Starting from $10 per month

• Powerful vector editing
• Easy, intuitive prototyping
• Shared Libraries, styles, and components
• Reusable design templates

10. Flowmapp

Flowmapp is a UX design platform popular among startups, agencies, designers, developers, and other teams. Though it’s specifically designed for end-to-end website design and development, it can be easily used for creating customer journey maps with its prototyping and wireframing features.

Using its pre-made templates, workspaces, and collaboration features, you can create stunning customer journey maps while keeping everyone on your team on the same page.

One of the main drawbacks of this tool is that it doesn’t offer a customization feature for adding specific elements to the journey map. For example, information from the SERP will be added as a text block, not a screenshot.

Pricing : $0 to $126 per month

• Visual sitemaps
• Prototyping tools with many templates
• Import and export diagrams

11.  Microsoft Visio

A diagram and flowchart tool by Microsoft, Visio helps you visualize your ideas with dozens of ready-to-use templates and thousands of customizable shapes. You can either choose to purchase Visio directly or get it as part of your Microsoft 365 subscription.

You can create flowcharts, org charts, floor plans, network diagrams, customer journey maps, and more with Visio and its simple user interface. You get all the latest diagramming features such as layers, containers, validation reports, shape sheets & drawing explorer, which allows you to create elaborate journey maps.

Some users find the pricing more costly than its competitors, which can affect those with budget constraints.

Pricing : $5 to $530 per month

• Easy to set up and use
• Workflow automation
• Comprehensive template library

How to choose the right customer journey mapping tool

With these many options, making a choice can be overwhelming. You need to consider your business requirements and the following factors.

• Visual/design capabilities : You should be able to design your customer journey maps in the way you desire—be it flowcharts, value ladders, or elaborate mindmaps.
• Intuitive/easy-to-use platform : You and your team should find it easy to navigate through and put the tool to proper use for creating and analyzing journey maps.
• Collaborative capabilities: The tool should allow you to invite your team members to collaborate and leave comments and feedback.
• Integrations with other tools : You need a customer journey mapping tool with integration capabilities to collect data from multiple platforms.
• Templates : You also need multiple templates to save time on creating maps.
• Customer pain point and journey optimization analytics: Your tool should offer detailed insights into the friction points in the customer journey. For example, in Funnelytics, you can analyze page insights in an elaborate form, which acts as an excellent heatmap alternative .
• Segmentation features : You should be able to segment journey maps into different groups based on the journey stage, touchpoint, channel, etc.
• Customer success team powered by experts : Access to customer support whenever you’re stuck is an absolute must.

Map your customer journey with real-time data

Customer journey mapping is a fun and extensive process that offers great insights into customer behavior and thought process, and Funnelytics is an excellent choice for a mapping tool.

We’ve put it as number one on the list because it connects whiteboarding technology to the user’s data. This allows you to map customer journeys, visually see how well they perform using split testing across the customer journey , and identify what portions of the journey or product to optimize. Moreover, it’s excellent for visual learners—you can visually see how people get to their site, move across pages, and where they drop. This allows for continuous improvement.

Funnelytics also has:

• A thorough onboarding process
• Customer journey experts who host optimization workshops
• Same-day support, as well as weekly live sessions where users can ask platform or strategy questions.

Learn more about customer journey tracking through Funnelytics’ blog , or get started today .

Implement your ideas faster with Funnelytics

Our visual platform makes it easy to see where customers need the most help in their journey

● What does customer journey mapping software do?

● what features do you need in a customer journey mapping software, ● why is a customer journey visualization platform a must-have.

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Sales Funnel vs. Customer Journey: What are the Differences?

Cracking the Code: Funnel Reporting for Marketers

The Customer Lifecycle Journey: What it is and How to Use it to Create Repeat Customers

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Customer Journey Map - Online Saas Company

Create an effective customer journey map using this template. You can visualize actions, emotions, and pain points necessary to help you understand how customers achieve their goals and how you can help them.

Customer journey map activity

Visualize how positive or negative the user experience is for each step across a process or workflow. This user journey insights can help drive your future creative problem solving and design thinking processes.

or continue with

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Customer Journey Map Vorlage

Nutzen Sie diese Vorlage und visualisieren Sie die Customer Journey, die ein Kunde mit einem Produkt oder einer Dienstleistung durchläuft. Einfach die Vorlage öffnen, bearbeiten und teilen.

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