Customer Journey Map - Maya

The journey structure has good bones, but you're missing the discovery phase. How did Maya find Workbar in the first place? Your touchpoints are too feature-focused - "WiFi, No Noise Area" are amenities, not interaction points. Focus on actual touchpoints like booking interfaces or check-in processes.

The emotional arc jumps too quickly from worried to thrilled. Real customers experience more nuanced emotions like cautious optimism before full satisfaction.

Your opportunities section needs strategic thinking. Instead of generic statements, specify actionable business opportunities like family membership tiers or childcare partnerships.

The framework shows solid UX research thinking, just needs deeper exploration of Maya's decision process and potential friction points that could derail her journey.

Hello Leslie, this customer journey map is well-structured and thorough. You've mapped Maya's experience across four clear steps with detailed touchpoints, goals, emotions, and opportunities at each stage. The scenario is specific and the visual layout makes it easy to follow her journey from searching for workspace to becoming a member.

The inclusion of emojis for feelings adds a human touch, and your opportunities section shows you're thinking about actionable improvements. Great work!

Your customer journey map is clear and easy to read. You’re focusing on a real problem that affects many working parents, which gives the project credibility. Very good start.

One thing you can strengthen is the depth of the problem exploration. A working parent has a tight schedule, limited cognitive bandwidth, and strong safety needs. Booking a co-working space isn’t just a task; it’s a risk assessment. If you dig a bit deeper into that pressure, you’ll be able to shape the journey in a way that resonates more with your personas.

Currently, the flow skips directly from visiting the website to visiting the venue. That’s a classic friction point. People often hesitate to commit to an unfamiliar environment, especially when childcare, safety, and time are involved.

Think about interventions that reduce uncertainty before the physical visit. This could be a short intro video of the space, a virtual walkthrough, or a quick 15-minute video call to answer questions. Anything that builds trust and lowers commitment cost will make your journey map both more realistic and more actionable.

This kind of refinement will help you move from a basic journey to a strategically thoughtful one.

Looking forward to seeing your progress :-) Bravo!!

Hi Leslie! 👋

I just reviewed this Customer Journey Map, and I have to say — it’s beautifully done. The clarity in how you’ve mapped the emotional flow, user goals, and opportunities at each stage is truly impressive.

You’ve created a narrative that feels both practical and empathetic, which is exactly what strong UX storytelling looks like. Really inspiring work — thank you for sharing this! 🙌✨

“You’ve set a great benchmark for how to present CJMs.”