Customer Journey Map — Offsite Co-Working Experience

Structure explanation:

The journey map is organized horizontally by seven experience stages, moving left to right from Awareness & Discovery to Retention or Exit. Each stage is a column with a clear header, showing the chronological flow of the user experience.

Vertically, each column is divided into five consistent layers:

1. User Actions – what the user does at that stage
2. Touchpoints – channels and interactions involved
3. Thoughts & Emotions – mindset and emotional state
4. Pain Points – key frictions (highlighted in red)
5. Opportunities – improvement areas (highlighted in green)

A persona card anchors the journey at the top left to keep the user context visible.

An emotional curve runs across all stages, visually showing emotional highs and lows over time, aligned with the “Thoughts & Emotions” layer.

A small legend at the bottom explains visual cues (pain points, opportunities, emotional curve), ensuring the map is easy to read and interpret at a glance.