Customer Journey Map

This Customer Journey Map provides a clear, step-by-step overview of the experience a customer or client goes through when engaging with our brand, service, or product. It helps us visualize their journey from the moment they first become aware of us, all the way through to becoming loyal advocates who share their positive experience with others.

This map helps our team to:

✅ Understand what motivates someone to start their journey with us

✅ Identify the key moments where we can build trust and confidence

✅ Highlight how success looks and feels for them at every stage

✅ Discover ways to create an experience worth sharing

Each stage of the journey captures:

• Actions: What the customer is doing or looking for

• Needs & Pains: What they want to achieve or avoid

• Touchpoints: Where they interact with our brand

• Customer Feelings: How they’re likely feeling during the process

• Backstage: What’s happening behind the scenes to support them

• Opportunities: Where we can improve their experience

• Process Ownership: Who is responsible for each part

Consider this your newfound practical tool to align our teams, improve processes, and intentionally design an experience that feels seamless, builds trust, and keeps people coming back.