The Customer Journey
A customer journey map is a visual overview of how users experience your products or business across multiple touchpoints.
By visualizing actions, thoughts, and emotions your customers experience, this map helps you better understand them and identify opportunities / pains encountered.
WHY ARE WE IN FOR ?
Customer journey maps help to find answers to the “How to deliver on the concept and create wow-worthy experiences ?“ question.
WHO SHOULD USE THIS ?
Facilitators, Marketing Teams, Product Managers, Customer Support/Service Teams, Sales Teams, User Experience (UX) Designers, Customer Success Teams, Business Analysts, Content Creators, Market Researchers, Brand Managers, Customer Insights Teams, Innovation Teams, E-commerce Teams, CRM (Customer Relationship Management) Teams, Business Development Teams, Quality Assurance/Testing Teams, Leadership and Executives, Cross-functional Teams.
HOW DO WE RUN IT ?
This workshop is designed to be driven in 90 to 120 minutes following the instructions :
A - FRAME
Before considering your journey phases, start to name and describe step by step actions your customer has to go through from the starting point to the end of his user experience,
After you feed jobs to be done, try to aggregate several steps in few phase (EPICS) to have a clear visibility about the stages defining your customer experience.
B - ACT
Identify for each frame which touch point could be used by the customer,
For each steps, identify which gains and which pains the customer will face.
C - FEEL
At last, try to figure out the emotional mood of your customer during each step.
This template was created by RSPRINT for MIRO.
Get started with this template right now.
Behavior Design Mapping (Journey)
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Customer Journey Map
This map is a behavior micro-journey and should be feeding from a higher level map.
User Journey Map
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Customer Journey Map
A template to help you get started with building simple user journey maps.
Experience Mapping Template
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Desk Research, Mapping
Plan your product according to your customer’s needs and desires with the Experience Map Template. Bring a customer-centric approach to product development and branding.
Customer Journey Map by Columbia Road
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Customer Journey Map
The aim of the customer journey is to help you break down the customer's activities from both a front-end and back-end perspective.
Scenario Mapping Template
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Desk Research, Mapping, Product Management
Scenario mapping is the process of outlining all the steps a user will take to complete a task. The scenario mapping template helps you create a visual guide to what different personas are doing, thinking, and feeling in different situations. Use scenario mapping to outline an intended or ideal scenario (what should happen) as well as what currently happens. If you’re trying to outline the ideal scenario, user mapping should take place very early on in a project and can help inform user stories and the product backlog. If you’re just trying to get a better sense of what currently happens, you can do user mapping when conducting user interviews or observation.
Customer Touchpoint Map Template
Works best for:
Desk Research, Product Management, Mapping
To attract and keep loyal customers, you have to truly start to understand them—their pain point, wants, and needs. A customer touchpoint map helps you gain that understanding by visualizing the path your customers follow, from signing up for a service, to using your site, to buying your product. And because no two customers are exactly alike, a CJM lets you plot out multiple pathways through your product. Soon you’ll be able to anticipate those pathways and satisfy your customers at every step.