Customer journey map

Customer journey map

Customer journey maps are diagrams of customers’ digital and non-digital touchpoints with a product, usually including all of the touchpoints they have.[1] 

Pleasant and unpleasant moments in a user’s journey are also included in these maps. Unlike user flow diagrams, they’re more focused on the emotional experience and behavior of users. User interviews are the best way to gain insights for creating customer journey maps.

You may choose to share these customer journey maps with other stakeholders and that can dictate the format they take. In general, you can use tools like sticky notes, spreadsheets, diagramming apps, or whiteboards, to create them.

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