CustomerJourney

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Customer Journey

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THE DESIGN THINKING TOOLBOX WWW.DT-TOOLBOOK.COM/ SHOP
BASIC TEMPLATE
Project:
Team:
Version & Date:
Lewrick / Link / Leifer
The Design Thinking Toolbox
978-1-119-62919-1
Quick Guide: The Customer Journey aims to understand
in detail what users/customers experience when
interacting with companies, products or services. This
establishes a common understanding within the team in
order to realize a unique experience.
CUSTOMER JOURNEY
Persona
Choose the persona and describe it briefly.
Typical
Journey
Describe the
Customer Journey.
Scenario
Determine the scenario
Goals and expectations
What are the goals and expectations?
forwards while afterwards
Action
Define the individual
actions.
Thinking
Amend what the person
says or thinks about it.
Emotions
Complete the
emotion curve.
Opportunities
Define the improvement
possibilities.
Area of
responsibility
Determine the person
responsible for action and
processes
Define the individual steps.
quotes quotes quotes quotes
More tips & tricks for this template on book page: 103
Get a PDF
Premium Design
Thinking Template:
WWW.DT-TOOLBOOK.COM/ SHOP

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CustomerJourney

1. THE DESIGN THINKING TOOLBOX WWW.DT-TOOLBOOK.COM/ SHOP BASIC TEMPLATE Project: Team: Version & Date: Lewrick / Link / Leifer The Design Thinking Toolbox 978-1-119-62919-1 Quick Guide: The Customer Journey aims to understand in detail what users/customers experience when interacting with companies, products or services. This establishes a common understanding within the team in order to realize a unique experience. CUSTOMER JOURNEY Persona Choose the persona and describe it briefly. Typical Journey Describe the Customer Journey. Scenario Determine the scenario Goals and expectations What are the goals and expectations? forwards while afterwards Action Define the individual actions. Thinking Amend what the person says or thinks about it. Emotions Complete the emotion curve. Opportunities Define the improvement possibilities. Area of responsibility Determine the person responsible for action and processes Define the individual steps. quotes quotes quotes quotes More tips & tricks for this template on book page: 103 Get a PDF Premium Design Thinking Template: WWW.DT-TOOLBOOK.COM/ SHOP

CustomerJourney

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