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.
User Story Mapping with Walkthrough
Works best for:
Customer Journey Map
The Bluefruit Software user story mapping template offers a framework to help businesses prioritise software development.
Venn Diagram for Marketing Analysis
Works best for:
Venn Diagram
Optimize your marketing strategies with the Venn Diagram for Marketing Analysis template. Use it to compare different market segments, identify overlapping interests, and analyze competitive landscapes. This tool helps you visualize data, uncover insights, and make informed marketing decisions. Perfect for marketing professionals, strategists, and business analysts looking to enhance their marketing analysis and planning efforts through visual tools.
Vision Storyboard Or Narrative
Works best for:
Storyboard, Planning, Design
Craft compelling narratives with the Vision Storyboard or Narrative template. This versatile tool is perfect for developing vision statements, strategic narratives, or creative stories. It helps you outline key elements, plot progression, and visual themes, ensuring a coherent and impactful story. Use this template to align your team on the narrative vision and create a compelling storyline that resonates with your audience and stakeholders.
Mandala Chart Template
Works best for:
Planning, Brainstorming, Goal setting
The Mandala Chart Template helps you visualize the relationships between a central theme and its sub-themes. One of the key benefits is how it fosters a holistic understanding of any topic. This perspective ensures every detail is noticed, making it an invaluable asset for those aiming for comprehensive insight and thorough planning or a better understanding of their goals.
ICS Org Chart Template
Our carefully crafted ICS Org Chart Template is an invaluable tool designed to clearly represent the hierarchical structure of the Incident Command System (ICS). It simplifies the complex web of roles, responsibilities, and chains of command within the ICS, providing a structured blueprint for both experienced professionals and those new to the system. The template's most notable benefit is its ability to foster immediate understanding, bridging the gap between intricate organizational structures and the teams navigating them. Teams that use this template can ensure that everyone is aligned, understands their role, and collaborates efficiently, thereby reducing potential bottlenecks and misunderstandings.
Product tone of voice
Works best for:
Product Management, Planning
The Tone of Voice Workshop template helps product teams define and align on brand tone and messaging. By facilitating collaborative workshops, exploring brand personality traits, and defining tone guidelines, this template ensures consistent and impactful communication. With sections for identifying target audience personas, articulating brand values, and crafting messaging principles, it enables teams to create authentic and compelling brand voices. This template serves as a foundation for building strong brand identities and resonating with customers across all touchpoints.