SlideShare a Scribd company logo
Phase 1 Phase 2 Phase 3 Phase 4
User thought
CUSTOMER JOURNEY MAP
Name of Persona
Scenario:
Expectations
User actions
1.________________
_________________
2. ________________
_________________
User actions
3._________________
_________________
4. ________________
_________________
User actions
5._________________
_________________
6. ________________
_________________
User actions
7._________________
_________________
8. ________________
_________________
Opportunities Opportunities Opportunities Opportunities
1 2 3
4
5
6
7
8
Zone A
The Lens
Zone B
The Experience
Zone C
The Insights
Customer Journey Map template-4.pptx

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Customer Journey Map template-4.pptx

  • 1. Phase 1 Phase 2 Phase 3 Phase 4 User thought CUSTOMER JOURNEY MAP Name of Persona Scenario: Expectations User actions 1.________________ _________________ 2. ________________ _________________ User actions 3._________________ _________________ 4. ________________ _________________ User actions 5._________________ _________________ 6. ________________ _________________ User actions 7._________________ _________________ 8. ________________ _________________ Opportunities Opportunities Opportunities Opportunities 1 2 3 4 5 6 7 8 Zone A The Lens Zone B The Experience Zone C The Insights

Editor's Notes

  1. Deconstruction of a Customer Journey Map Zone A: The lens provides constraints for the map by assigning (1) a persona (“who”) and (2) the scenario to be examined (“what”). Zone B: The heart of the map is the visualized experience, usually aligned across (3) chunkable phases of the journey. The (4) actions, (5) thoughts, and (6) emotional experience of the user has throughout the journey can be supplemented with quotes or videos from research. Zone C: The output should vary based on the business goal the map supports, but it could describe the insights and pain points discovered, and the (7) opportunities to focus on going forward, as well as (8) internal ownership.