Journey Map To Plot the Customer Experience
Understand and plan your user journey better with this map!
A journey is a tool to map out the customer experience of (a part of) your product/service in a visual way.
Suppose your organization provides a product or service, for example, mobile phone subscriptions. On your Journey Map, you will find a customer who goes through the process of selecting and purchasing a subscription (scenario), how the customer perceives each step (experience), what you learned about the overall needs of your customers (insights), and what can still be improved (opportunities). A journey map will serve your organization in understanding how your customers interact with your product/service and it helps see opportunities to improve the customer experience.
This sounds more difficult than it is, but use this template and you will be guided step-by-step in making your own journey map.
From our experience as a service design agency, we also provide you with tips and examples for how you can use a Journey Map for empathizing with your customer and improving your customer experience. Additionally, a Journey Map can be used to gain a complete overview of your services and improve collaboration between your departments.
Our instructions for making your own Journey Map:
The scenario: Determine the scenario and profile. With this scenario, sketch a first draft of what this journey could look like from the perspective of your customer. You can enrich the scenario by adding drawings or pictures.
The research insights: collect and plot existing data on the journey map (reviews, earlier research, and personas). Look for knowledge gaps and assumptions that need validation. Execute user research to collect additional insights about the customer experience (i.e. interviews or observations). Analyze this data and cluster corresponding findings, quotes and insights and plot these on your journey map.
The customer experience: Define the customer experience based on the research and insights collected, and draw the emotion curve. Here you emphasize where things go well and where improvement is needed. Determine which steps make or break the overall experience and where to focus first.
The opportunities: Together with key stakeholders, analyze the journey to spot opportunities that can improve your customer experience. The journey might contain a lot of information and opportunities, so summarise the key takeaways to make the journey actionable, and determine what the next steps will be.
Get started with this template right now.
Customer Journey Map
Works best for:
Customer Journey Map
Customer journey mapping is a method that visualizes and narrates how users navigate a site or app to achieve their objectives.
Monthly Planner Template
Works best for:
Operations, Strategic Planning, Project Planning
To knock out every task and accomplish every goal for the month, it helps to take a big picture, 10,000 foot view of things—meaning a 30-day view. That’s why a monthly calendar can come in so handy, especially on bigger projects. Use our template to create a visual representation that helps you track and space out every deadline and to-do, both for individuals and full teams. You’ll even be able to customize it your way, with images, video, and sticky notes.
Product Voice Design toolkit
Works best for:
Product Management, Planning
The Product Voice Design toolkit facilitates the development of consistent and impactful product messaging. By defining brand voice attributes, tone guidelines, and messaging principles, this toolkit ensures that product communication resonates with target audiences. With sections for crafting messaging frameworks, storytelling templates, and content guidelines, it empowers product teams to create compelling and cohesive product narratives. This toolkit serves as a valuable resource for enhancing product communication strategies and building strong brand identities.
Driver Diagram Template
Works best for:
Diagramming
The driver diagram template is a strategic visual tool that helps teams map out their primary objectives and break them down into actionable components. It presents goals, drivers, and specific change ideas in a coherent and interconnected format, ensuring clarity of objective. By doing so, every team member is aligned towards a common endpoint, fostering unified efforts. The visual nature of the template simplifies complex objectives, making it easier for teams to stay on track and measure their progress effectively.
🚦 The Customer Journey
Works best for:
Customer Journey Map
A customer journey map is a visual overview of how users experience your products or business across multiple touchpoints.
Design Critique Template
Works best for:
UX Design
If you are a designer or part of a design team, a design critique session is one of the best ways to get actionable feedback and improve your design thought process. Use the Design Critique Template to guide you and your team through the session and make sure your design solutions reach the desired outcomes.