Customer Journey

A customer journey describes the "journey" that a customer or potential customer experiences with a brand, product or service. It includes all direct and indirect touchpoints with a brand or product. It captures every single touchpoint need but also problems a customer has. In this way, the customer's experience is mapped from "awareness" to the final use of the product or service.

The goal is to make the customer's experience as positive as possible throughout the entire journey.

With this template you can represent a customer journey from start to finish.

The template contains the phases, jobs to be done, context and touchpoints, gains, pains and the emotions that the customer experiences.