Customer Journey Map Tool

1. Gather team members

Gather team members from sales, marketing or product departments to map out and discuss how to improve the customer experience. Add them as collaborators on the Creately workspace. Use real-time mouse cursors and synced previews to easily track the changes other participants make in the workspace.

2. Gather information

Start by gathering all relevant customer-related information and feedback to create user personas based on the target market. You can select customer persona templates from Creately for different audience segments based on your research requirements.

3. ​​Create a rough draft

Use information from user personas to gain an in-depth understanding of the customer base as they go through each phase of the customer journey.

4. Start mapping out

Start mapping out the customer journey based on the path each persona takes to interact with the brand or organization. Create a user flow diagram with smart shapes from the extensive shape library and applying style formats and color palettes. Alternatively, you can edit customer journey map templates from Creately as well.

5. Identify important touchpoints

Identify and note down important touchpoints and pain points of the customer journey, including potential roadblocks as well.

6. Review and finalize

The team should review the customer journey map and provide feedback on its accuracy and clarity. Use comments threads and @mention comments to discuss changes and tag team members to carry them forward. The diagram should be refined based on this feedback.

7. Track changes

Find the changes that the collaborators made via the multi-cursors on the canvas in real-time or via the version history. In case you want to revert to a previous iteration, select the version to apply the changes.

8. Share and publish

Export your customer journey map for sharing, publishing or printing, in PNG, SVG, JPEG, and PDF formats.