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1. End User
Journey
Analysis
Your Company Name

2. Content
2
Understanding Customer
Mapping Purpose
1
Objectives, Needs,
Feelings & Barriers of
Customer Journey Mapping
2
Key Statistics of Customer
Mapping Journey
3
Elements of Customer
Journey mapping
4
Customer Journey
Mapping Steps
5
Information Required in each
stage of Customer Journey
6
Customer Mapping
Journey Cycle
7
Customer Journey
analysis at each stage
8
Customer
Journey Layers
9
Channels in each
stage of journey
10
Customer Journey
Map Table
11
Customer Journey
Mapping Templates
12
Capturing Customer
Perception based on
their Experience
13
Illustrating Customers Journey
across Multiple Touchpoints14
Incorporate Performance
Indicators15
Optimize Stakeholders’
understanding, Engagement,
&Decision-Making based on
the Journey map Story16
Customer Journey
detailed Process
17
Customer Journey Map
Example Slide
18
Customer Journey
Mapping Tools
19
Customer
Satisfaction Metrics
20

3. Understanding Customer Mapping Purpose
3
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

4. Objectives, Needs, Feelings & Barriers of Customer Journey Mapping
4
Attract Interact Engage Convert
Objectives Trigger or Trigger Understand the Need Provides Solutions Act
Needs
• Remind or trigger
• 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 Journey
5
Of companies
have a process to
map customer
journeys
46%
Of senior level
marketers say it’s
critical or very
important to create
a cohesive
customer journey
76%
Of customers
have switched
providers in the
past year due to
poor customer
service
63%
Trillion the
estimated cost in
the U.S of
customers
switching due to
poor service
$1.2
Average number
of touches it
takes to create a
viable sale lead
5 to 8

6. Elements of Customer Journey Mapping
6
Actions
What steps do your customers
take to meet their needs?
Feelings
What emotions do your customers
show in their customer journey?
Where do the hights & lows occur?
Thoughts
How do customers perceive &
evaluate their experience? What do
they expect?
Quantitative &
Quantitative Research
Key Findings &
Actionable insights
Touch points, Channels
& lifecycle stages

7. Customer Journey Mapping Steps
7
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 Journey
8
Pre - Trigger Trigger Consideration Purchase Experience Loyalty
InformationNeeds
• 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

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

10. Customer Journey Analysis at Each Stage
10
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
• Insta gram
• 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/ Kettlebells
/Blogs/fitness - Challenge

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

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

13. Customer Journey MapTable
13
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 AcrossVariousTouchpoints
14
Aware Query/ PoS Pricing Purchase
Post Sales
Support
Complaint Upgrade Renew
Website
Phone
Face to
face
Word
of mouth
Email
Post
Elements of Customer Journey
CustomerJourneyTouchpoints

15. Customer Journey MappingTemplate 1
15
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 MappingTemplate 2
16
Explore
Promotion items on website
Showing different prices
Shop
Mobile purchased using promotion
Size availability
Buy
Recognised for loyalty
Long wait at cash register
Try
Touch screen advantage
Cant provide feedback
Use & Share
Tags store in Pinterest
Complains on Facebook

17. Capturing Customer Perception Based on their Experience
17
Terrible
Experience
Poor
Experience
Generic
Experience
Exceptional
Experience
Good
Experience
Research Comparison Purchase Support
Product 01
Product 02
Product 03
Product 04
SP - 1 SP - 2 SP - 3 SP - 4
SP - 1 SP - 2 SP - 3 SP - 4
Stress
Points
Qualitative research approa
contextual inquiry, ethnog
research, Leveraging voic
customer (VOC) data from ca
and verbatims from cust
satisfaction surveys are es
effective at capturing custom
behavior and their emo

18. Illustrating Customers Journey Across MultipleTouchpoints
18
Customer Experience Expectations & Perception Map
FY' 16 FY' 17 FY' 18 FY' 19
Positive Neutral Negative
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
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.

19. Incorporate Performance Indicators
19
Exceeds Meets Below
33% 33%
50%
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

20. Optimize Stakeholders’ Understanding, Engagement, & 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
Your Text Here Your Text Here Your Text Here Your Text Here
Feeling
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

21. Customer Journey Detailed Process
21
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
Serve
Range of Transactions
• Simple & easy payment gateway
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

22. Customer Journey Map Example Slide
22
Navigate Website Visit FAQ Section Submit a Request
Follow up form
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 MappingTools
23
Microsoft Visio
Prime Features : Add Text Here
Price : Add Text Here
Gliffy
Prime Features : Add Text Here
Price : Add Text Here
Canvanizer
Prime Features : Add Text Here
Price : Add Text Here
XMind
Prime Features : Add Text Here
Price : Add Text Here
TOOLS

24. Customer Satisfaction Metrics
24
Average First Reply Time
Average Handle Time
Average Reply Time
Replies Per Ticket
24
hours
12
4
min
15
min Customer
Satisfaction

25. Ends User Journey Analysis Icons slide
25

26. Additional Slides
26

27. Clustered Bar
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Q1
Q2
Q3
Q4
1 Product
This graph/chart is linked to excel,
and changes automatically based
on data. Just left click on it and
select “Edit Data”.
2 Product
This graph/chart is linked to excel,
and changes automatically based
on data. Just left click on it and
select “Edit Data”.

28. Stacked Line with Markers
28
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Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
inmillions
2019
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1 Product
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2 Product

29. Meet OurTeam
29
1 Your Text Here
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30. Our Mission
30
1 Your Text Here
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31. Venn
31
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32. About Us
32
Creative
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Talented
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Values Client
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Professional
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33. Puzzle
33
01 02
03
04 05
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34. Target
34
1 Your Text Here
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35. Funnel
35
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Stage 1
Stage 2
Stage 3
Stage 4
Stage 5
Stage 6

36. Idea Generation
36
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37. 37
Address
# street number, city, state
Email Address
emailaddress123@gmail.com
Contact Numbers
0123456789
Contact Us