User Journey Mapping by Luke Baker
Your guide into journey maps.
At Make it Clear we have spent many years helping our clients improve how they attract, engage and delight both new and existing customers. During this time we have defined our own approach to creating an outstanding user experience, including processes, principles and tools we use.A commonly used method in our tool kit is journey mapping. A journey map is a visualisation of the route users take as they engage with a company, product, service or brand.
Why use journey maps?
Journey maps provide a clear picture of the end to end experience. Identifying touch-points, channels, activities, emotions, pain points and opportunities along a time-based journey from the user perspective.
How are journey maps used?
By mapping the journey you gain an understanding of your product or service from the user’s point of view. It allows you to identify opportunities to improve the overall experience and by joining up different areas of your business, it provides a holistic insight of a user’s end-to-end journey.
Start creating your journey map
Do you now want to create a journey map? We have outlined a six step process which will support you in shaping your own journey map. Our template walks you through all the steps needed to create a fit for purpose journey map that can add tangible value to your business. The templates cover:
Touchpoints
Actions
Goals
Challenges
Opportunities
This template was created by Luke Baker.
Get started with this template right now.
Experience Map
Works best for:
Customer Journey Map
Experience mapping looks at your customer’s end to end experience with your brand to identify areas ripe for improvement and innovation.
Customer Journey Map Template
Works best for:
Ideation, Mapping, Product Management
A customer journey map (CJM) is a visual representation of your customer’s experience. It allows you to capture the path that a customer follows when they buy a product, sign up for a service, or otherwise interact with your site. Most maps include a specific persona, outlines their customer experience from beginning to end, and captures the potential emotional highs and lows of interacting with the product or service. Use this template to easily create customer journey maps for projects of all kinds.
User Journey Mapping Workshop
Works best for:
Customer Journey Map
The User Journey Mapping workshop offers a 90 minute + workshop template that helps your team collaborate virtually and create comprehensive user journey maps.
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.
Two-track Journey Map
Works best for:
Customer Journey Map
This is a journey map with a bit of a twist -- it presents the customer's journey alongside the institution's journey.
Customer Journey Map by Columbia Road
Works best for:
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.