Add your Add your

thought here thought here

Part 1 Identifying a persona

Persona 1
Customer Journey Map Part 3 Next Steps
Add a name and representative image

Customer 1

Journey
Part 2 Add the persona

Key Attribute Short Description 2 Add the customer

Example: "Onboarding" Journey Phase Journey Phase Journey Phase
Mapping
A Customer Journey Map is a Action Item Point Person
journey phase here

snapshot of how customers engage

with our product or service.
Add your

User Actions
thought here
Add your
3

(Activities)
thought here Add an insight from
Why use it: When to use: Add an activity that Turn it into an actionable task Assign the responsibility






the Customer Journey Map
Add your Add your
your customer does
thought here thought here
for each phase

To identify our customer personas Before starting a project

To design better customer experiences When addressing customer feedback
When customer touchpoints need

Touchpoints
Add an insight

(Interaction
Points)
improvement Needs Challenges

Add an activity that

your customer does
for each phase

Let's Build our Customer Journey Map

Add your
Add an insight

Add your

Sentiments
thought here

(Thought
Bubbles)
thought here

Add an activity that

Use these to create whiteboard magic! your customer does
for each phase

Add an insight

Add Notes or Comments Add Notes or Comments Add Notes or Comments Add Notes or Comments Add Notes or Comments

(Mood Meter)
4

Emotions
Opportunities

Add an insight

to improve the
(Opportunities

experience)
Add your

Solutions
Possible
thought here Add an activity that

LET'S GET STARTED WITH THE NUMBERED GUIDES.

your customer does

for each phase

Add an insight

Design better customer experiences with this visual snapshot Tip: Duplicate the table to repeat the exercise for another persona.

Add your Add your

thought here thought here