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1. End User
Journey Mapping
Your Company Name

2. Customer Journey Mapping Outline2
Understanding Customer Mapping Purpose
Information Required in each stage of Customer Journey
Objectives, Needs, Feelings & Barriers of Customer Journey Mapping
Key Statistics of Customer Mapping Journey
Elements of Customer Journey mapping
Customer Journey Mapping Steps
Customer Mapping Journey Cycle
Customer Journey analysis at each stage
Customer Journey Layers
Channels in each stage of journey
Optimize Stakeholders’ understanding, Engagement,
&Decision-Making based on the Journey map Story
Customer Journey Mapping Templates
Customer Journey Map Table
Capturing Customer Perception based on their Experience
Illustrating Customers Journey across Multiple Touchpoints
Incorporate Performance Indicators
Customer Journey detailed Process
Customer Journey Map Example Slide
Customer Journey Mapping Tools
Customer Satisfaction Metrics

3. Understanding Customer Mapping Purpose3
Project Scoping
Meeting
Create the
Company View
Customer Listening
& Learning
Review
Current State
Ideate
Future State
Purpose:
Review relevant research
branding & company
promises. Jointly define the
scope & success.
Purpose:
Build a map of the
company perspective of
the customer journey to
guide customer interviews
Purpose:
Understand from multiple
approaches the experience
a customer has with
your company.
Purpose:
Establish a common
understanding of the current
journey & ID key insights for
creating anew journey
Purpose:
Use new learnings to
create near term &
longer term solutions
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4. Objectives, Needs, Feelings & Barriers of Customer Journey Mapping4
Attract Interact Engage Convert
Objectives Trigger a need Understand the need Provide Solutions Act
Needs
• Remind or trigger a need
• Recognize I have a
problem
• Address a pain point
• I don’t know what I don’t
know
• Draw me a scenario
• I have questions
• Deal with the immediate
need
• Be relevant
• Personalize
• Partnership
• Privacy / Trust
• Clarify
• Validate
• Satisfaction
• Reality
Feelings
• Anxious
• Defensive
• Distracted
• Hopeful
• Ambivalent
• Curious
• Guarded
• Open
• Interested
• Frustrated
• Excited
• Feel good
• Resolved
• Loyal
• Confident
Barriers
Relevance, Trust, Fear,
Acknowledgement, time,
Convenience, Distraction
Style, Approach, Language,
Expectations, time,
Knowledge of Client
Literacy, risk tolerance,
Convenience, time, Commitment

5. Key Statistics of Customer Mapping Journey5
Of companies have a
process to map
customer journeys
Of senior level marketers
say it’s critical or very
important to create a
cohesive customer journey
Of customers have
switched providers in
the past year due to
poor customer service
Trillion the estimated
cost in the U.S of
customers switching
due to poor service
Average number
of touches it
takes to create a
viable sale lead

6. Elements of Customer Journey mapping6
Actions
What steps do your customers take
to meet their needs?
Thoughts
How do customers perceive &
evaluate their experience? What
do they expect?
Feelings
What emotions do your customers
show in their customer journey? Where
do the hights & lows occur?
Quantitative & Quantitative Research
Key Findings & Actionable insights
Touch points, Channels & lifecycle stages
Your Customers
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7. Customer Journey Mapping Steps7
Planning
• Identify your map’s scope & scale
& your mapping method & team
Data Gathering
• Schedule & conduct any new
customer research/ interviews
Map Creation
• Create a framework
• Synch metrics, customer data &
collateral with touch points
Identify & Analyze key findings &
Actionable Insights
• Collaborate with the mapping team
& analyze map
• Score, rank & prioritize opportunities
Investigate Issue &
Opportunities
• Your text here
• Your text here
Present your findings & plan
for continuous Improvement
• Develop recommendations 7
create roadmap for change

8. Information Required in each stage of Customer Journey8
Pre - Trigger Trigger Consideration Purchase Experience Loyalty
• Brand name
• Brand value
prop
• Brand
reputation
• Timely & relevant content
• Peer Opinions
• Expert Opinions
• Product comparisons
• Product claims & side effects
• Product pricing & coupons
• Product locator
• Shopping list
guides
• Coupon
availability
• Step - by –
instructions
• Associated
content
• Detailed
efficacy
• expectations
• Preventative
information
• Seasonal
content
• Complimentary
product
• New savings
• Exclusive
access
Define Refine Purchase
InformationNeeds

9. Customer Mapping Journey Cycle9
Moment of Purchase
• Signs contract
• Final presentation
Need Generation
• Searches Internet
Initial Consideration
• Calls contact center
Engagement
• First Interaction
• Subsequent Interactions
Evaluation
• Studies Proposal
Delivery/ Installation
• Training
• Testing
• Invoice raise
Usage
• Proactive Maintenance
• Follow up on trouble ticket
Before
After
Loyalty
Curve
During

10. Customer Journey Analysis at each stage10
Buyer Stage Awareness Conversion Loyalty
Time Frame
Day 1 – 2
Report: time to transaction
Day 3
Report: time to transaction
Day 21
Report: time to review
Buyer’s goal
Find lasting motivation to live a
healthier life
Start an exercise plan & feel
comfortable in gym clothes
See improvements, buy danced
workout gear
Brand’s goal
Educate, build trust, opt into email
newsletter
Inform on production, add to cart,
purchase
Product review, repeat purchase,
feedback
Channels
• Facebook
• Instagram Pinterest
• Google
• Direct
• Email
• Google
• Direct
• Email
• Facebook group
Pages
/Home
/Blogs/ Motivation
/Blogs/ fitness – research
/Blogs/ Workout - ebook
/Home
/Products/ Shorts
/Products/ sizing – chart
/Cart
/Checkout
/Blogs/ fitness – research
/Product/ rings
/Products/ Kettleblls
/Blogs/fitness - Challenge

11. Customer Journey Layers11
Customer Journey
Stages
Customer Journey
Steps
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Customer Journey
Touchpoints
Customer Journey
Departments
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Awareness Consideration Acquisition Service Awareness
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5 7 13 9 4
10 22 43 23 15

12. Channels in each stage of Journey12
PR
Radio TV
Print
Word of
Mouth
Online Ads
Email
PPC
Social Ads
Reviews
Blog
Media
Direct Mail Email
Ecommerce
Store
Website
Community
Forum
FAQ Knowledge
Base
Promotions
Blog
Newsletter
Social
Networks
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Awareness Consideration Purchase Retention Advocacy

13. Customer Journey Map Table13
Stages Research
Evaluate &
Compare
Commit
Use
& Monitor
Refine &
Review
Goals
Decide on a service
which works best
Decide on a service
which works best
Decide on a service
which works best
Decide on a service
which works best
Decide on a service
which works best
Activities/
Touchpoints
Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here
Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here
Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here
Opportunities
Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here
Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here

14. Customer Journey Across Various Touchpoints14
Elements of Customer Journey
Aware
Query/
PoS
Pricing Purchase
Post Sales
Support
Complaint Upgrade Renew
CustomerJourneyTouchpoints
Website
Phone
Face to
face
Word
of mouth
Email
Post

15. Customer Journey Mapping Template 115
Stage Awareness Consideration Decision Delight
Touch Point
Facebook
Posts
Facebook
page
Website Email
enquiry
Phone
call
School Tour Sign up Referral
Customer
Process
Browsed
Facebook &
stumbled upon
your facebook
posts
Browsed
through the
photos &
albums
Searched and
arrived
through the
website
Signed up
email enquiry
Scheduled a
phone call to
enquiry more
Asked about
School
curriculum
Decided to
enroll after
pricing
Referred a
friend after 2
months
Experience

16. Customer Journey Mapping Template 216
Explore
Showing different prices
Promotion items on website
Shop
Size availability
Mobile purchased using
promotion
Buy
Long wait at cash register
Recognised for loyalty
Try
Cant provide feedback
Touch screen advantage
Use & Share
Complains on Facebook
Tags store in Pinterest

17. Capturing Customer Perception based on their Experience17
SP - 1 SP - 2 SP - 3 SP - 4
Terrible
Experience
Poor
Experience
Generic
Experience
Exceptional
Experience
Good
Experience
Research Comparison Purchase Support
Product 01
Product 02
Product 03
Product 04
Stress
Points
SP - 1 SP - 2 SP - 3 SP - 4
Qualitative research approac
like contextual inquiry,
ethnographic research,
Leveraging voice of the
customer (VOC) data from c
centers and verbatims from
customer satisfaction surve
are especially effective at
capturing customers’ actua
behavior and their emotion

18. Illustrating Customers Journey Across Multiple Touchpoints18
FY' 19FY' 18FY' 17FY' 16
Positive Neutral Negative
See potential gaps in their
customer’s experience between
touchpoints
Assess the impact of these gaps
Provide insights into how to
optimally orchestrate the customer
experience across touchpoints to
drive business value.
Customer Experience Expectations & Perception Map
Your Text
Here
Your
Text Here Your
Text Here
Your
Text Here
Your
Text Here
Your
Text Here
Your
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Your
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Your
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Your
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Your
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Your
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19. Incorporate Performance Indicators19
Expectation Ratings
Feeling
EXCITED about regional airline
with great options & prices
CONFIDENT about trying Little
wing IMPRESSED
UNSURE APPREHENSIVE about trying new
airline know nothing about
Exceeds Meets Below
33% 33%
50%

20. Optimize Stakeholders’ Understanding, Engagement, and Decision-
making Based on the Journey Map Story
20
Touch Point 1 Touch Point 2 Touch Point 3 Touch Point 4
Actions Your Text Here Your Text Here Your Text Here Your Text Here
Thinking
Feeling
Opportunities

21. Customer Journey Detailed Process21
Attract & Welcome
Convenience
• Single phone number to interact
with the whole pf organisation
• Calls answered by agents within
30seconds.
Select
Choice
• Customer given choice of key
pay (IVR) payment or agent
assisted service
Wait
Better Queuing
• Update on wait time throughout
with call back option repeated
Feedback & Exit
Feedback
› Intuitive & simple feedback.
› Customer thanked at time of
service completion
Wrap-Up
Education
• Informed of other service
offerings
• Offer to complete transactions
Serve
Range of Transactions
• Simple & easy payment gateway

22. Customer Journey Map Example Slide22
Navigate
Website
Visit FAQ
Section
Submit a
Request
Follow
up from
Customer
Service
Resolution
Customer Process
• Arrive at website
• Navigate for help
section
• Look for relevant
section & answers
• Search contact
numbers
• Find query form
• Submit Query
• Wait for call back
• Can it be dealt or
referred ?
• Problem is solved by
customer
Internal Process Internal process example Internal process example Internal process example Internal process example Internal process example
Experience
Example of positive
experience
Example of negative
experience
Example of negative
experience
Example of average
experience
Example of positive
experience
Improvements &
Key Learnings
Improvement or learning
to maintain high
performance
Improvement or learning
to maintain high
performance
Improvement or learning
to maintain high
performance
Improvement or learning
to maintain high
performance
Improvement or learning
to maintain high
performance
Q
A

23. Customer Journey Mapping Tools23
TOOLS
Prime features: Text Here
Price: Text Here
Prime features: Text Here
Price: Text Here
Prime features: Text Here
Price: Text Here
Prime features: Text Here
Price: Text Here

24. Customer Satisfaction Metrics24
15 min 24 hours
4 min 12
Average
Reply Time
Replies
Per Ticket
Average First
Reply Time
Average
Handle Time
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25. 25
Let’s Have a Break,
We'll Come Back After
15 Minutes
Coffee Break
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capture your audience's attention.

26. End User Journey Mapping Icons Slide26
Q
A

27. 27
Additional
Slides

28. Line Chart28
5
10
25
15
95
35
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25
65 65
75
98
7
25
15
35
25
55
35
65
85
45
85
50
0
20
40
60
80
100
120
JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
inpercentage
2018
This graph/chart is linked to excel, and changes automatically based on
data. Just left click on it and select “Edit Data”.
Product01
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data. Just left click on it and select “Edit Data”.
Product02

29. Clustered Bar29
35
45
40
50
60
10
30
25
40
75
0 10 20 30 40 50 60 70 80 90 100
2015
2016
2017
2018
2019
Years
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data. Just left click on it and select “Edit Data”.
Product01
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data. Just left click on it and select “Edit Data”.
Product02

30. Our Mission
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audience's attention.
30

31. Our Team31
John Hill
CEO
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audience's attention.
Julie Max
Manager
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audience's attention.
Lilly William
Designer
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32. Financial
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audience's attention.
300+
Minimum
400+
Medium
5000+
Maximum
32

33. Comparison33
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VS
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needs and capture your audience's attention.
Male Users
80%
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needs and capture your audience's attention.
Female Users
60%

34. Venn34
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35. Quotes
If you have Good thoughts
they will shine out of your
face like sunbeams and
you will always look lovely.
- Roald Dahl
35

36. 36
Idea
Generation
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audience's attention.

37. 37
Thank You
Address
# street number, city, state
Contact Number
0123456789
Email Address
Emailaddress123@gmail.com