Experience Mapping Template
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.
About the Experience Map Template
Josh Zak, a product strategist and Turtle Design co-founder, created this Experience Map Template to show clients how their customers interact with their brands. When prototyping or planning a product, this template helps you to uncover customer’s actions, feelings, and ways of thinking throughout their journey.
What’s the Experience Map Template?
The Experience Map Template describes how your customer feels when in touch with your brand. The experience map comprises one frame detailing the customer journey, containing their key actions, feelings, and emotions. It also defines the customer journey stages, touchpoints, and opportunities when interacting with a brand or product.
Benefits of the Experience Map Template
Product managers, designers, and marketers can profit significantly from the experience map. When building a brand strategy, the customer experience map helps you to validate assumptions and guides your design and the strategy behind it.
Here are a few of the benefits of having an experience map:
Set stakeholder expectations
When building a product, design needs to be validated and assumptions tested. The Experience Map Template helps uncover your customer needs and pain points.
Find opportunities
The customer journey reveals the weaknesses and strengths of your product. Uncover opportunities to gain customers or to improve their existing experience when in touch with your brand.
Set the metrics for success
What does success look like? With the experience map, you can define success metrics bringing together business needs and customer satisfaction.
Discover critical points in your customer journey
Find the flaws in your strategy and prioritize what needs to be worked on.
How to use Experience Map Template?
Select the ready-made Experience Map Template and add it to your board. The experience map will guide your design and product decisions. Here are the main sections of the template:
User purpose: add a quote describing your ideal user and demographics.
Stages: Define the stages of your customer journey.
Key Actions: What do you want them to do at each customer journey stage?
Doing: Describe exactly what actions your ideal user performs at each stage.
Touchpoints: What are the customer touchpoints? Define each touchpoint according to customer journey stages.
Questions: Add any questions your user might have at each stage.
Emotions: How does your ideal user feel? Track their emotions at every stage.
Opportunities: Analyze their feelings and see the patterns. Identify what could be improved.
System: Which systems are used for every touchpoint? Describe in detail.
What is the difference between an experience map and a journey map?
The experience map is not tied to any product or service and often shows the generic user experience when in contact with a given brand or service. On the other hand, the customer journey is more specific, mapping out their journey when in touch with a particular feature, service, or product.
Get started with this template right now.
Service Blueprint Workshop
Works best for:
Research & Design
The Service Blueprint Workshop by Lidia Olszewska is designed for collaborative service design sessions. This template helps teams visualize service processes, identify pain points, and brainstorm solutions. Use it to align cross-functional teams, improve service delivery, and ensure a seamless customer experience. It's ideal for workshops aimed at service optimization, fostering collaboration, and strategic planning in service design.
Empathy Map Pro
Works best for:
Market Research, Research & Design
Empathy Map Pro helps you dive deeper into understanding your users. By exploring their thoughts, feelings, and experiences, you can create more effective solutions tailored to their needs. This advanced template is perfect for product development teams aiming to enhance user satisfaction and drive innovation.
App Development Canvas Template
Works best for:
Market Research, Product Management, User Experience
Ever noticed that building a successful app requires lots of players and moving parts? If you’re a project manager, you definitely have. Lucky for you, an app development canvas will let you own and optimize the entire process. It features 18 boxes, each one focusing on a key aspect of app development, giving you a big-picture view. That way you can fine-tune processes and get ahead of potential problems along the way—resulting in a smoother path and a better, tighter product.
Parallel Universes Template
Creative ideas often come from exploring ordinary things from unique perspectives. The key to success is borrowing and adapting. The Parallel Universes Template encourages you to examine how a successful organization from a different field would tackle a specific problem.
Service Blueprint to connect journey & operations
Works best for:
Research & Design
Connect customer journeys with operational processes using the Service Blueprint by Essence. This template helps you map out service interactions and backend processes, ensuring seamless service delivery. Use it to align teams, identify gaps, and enhance the customer experience. Perfect for visualizing the entire service ecosystem and improving coordination between different service components.
Prune the Product Tree Template
Works best for:
Design, Desk Research, Product Management
Prune the Product Tree (also known as the product tree game or the product tree prioritization framework) is a visual tool that helps product managers organize and prioritize product feature requests. The tree represents a product roadmap and helps your team think about how to grow and shape your product or service by gamifying feedback-gathering from customers and stakeholders. A typical product tree has four symbolic features: the trunk, which represents the existing product features your team is building; the branches, each of which represents a product or system function; roots, which are technical requirements or infrastructure; and leaves, which are new ideas for product features.