A customer journey map helps you understand the experience your customer is having. Understanding the customer experience helps you answer questions such as:
Customer journey mapping can help show people’s motivation, which channels you are reaching them on, the actions they take and the pain points they experience.
Step 1: Decide what your goal is. What do you want to understand?
Step 2: Find or create your user personas. This way you know whose experience you are mapping.
Step 3: Decide on the users’ goal, their thoughts and expectations, and any pain points they might experience along the way.
Step 4: Make a list of the channels and ways in which the customer will come into contact with you (touchpoints).
Step 5: Map the journey using a Whimsical template!
Step 6: Share the map with colleagues so that you can refine it and work together to improve the customer’s journey.
A customer journey map should include:
The goal of the journey map is to create a shared understanding in your team. When everyone can see the customer journey laid out, they can begin to think about how they can craft a better customer experience.
The quickest way to create a journey map is to start with a template. We have two free templates to get you started.
Once you have worked through the first steps to map the customer journey you will be able to see where you can edit the template to make it work best for you.