Customer Journey Map Template

Build Better Customer Experiences

Understand your customer’s experience at each stage of the customer journey to identify customer needs, problems, and interactions with your brand.

  • Customer journey map templates to get started quickly
  • Easy visual canvas to quickly map customer journeys
  • Real-time collaboration to work with teams and stakeholders
Customer Journey Map Template

Customer Journey Map Templates to Create Seamless User Experiences

Understand Your Customers Better

Understand Your Customers Better

Understand Your Customers Better

Collect, organize, and visualize quantitative and qualitative data on how users interact with your product or website to better analyze your buyer personas. Easy-to-use visual tools, freehand drawing, extensive shape and icon libraries, prebuilt templates and customization and formatting options to create customer journey maps with the details that matter to your team.

Include Your Team’s Input at Every Stage

Include Your Team’s Input at Every Stage

Collaborate with teams across departments on your journey map and share your knowledge and insights with each other. Get instant feedback from stakeholders with built-in comments, track changes with real-time mouse tracking and version control, and manage sharing and permissions with multiple access levels and roles.

Include Your Team’s Input at Every Stage
Centralize All Data in One Place

Centralize All Data in One Place

Centralize All Data in One Place

Bring customer personas, user flows, storyboards, screenshots, and more on to the same canvas to easily manage your project workflows from ideation to execution. Add rich information on each step of the journey and attach customer research data from external sources with integrated notes and data fields for better context.

What is a Customer Journey Map?

What is a Customer Journey Map?

A customer journey map is a visual representation of your customer’s experiences with your organization across different touchpoints.

How to Collaborate on Creating a Customer Journey Map?

  1. Bring together a team with diverse perspectives and skills, such as customer service, marketing, product, and sales. Determine the customer segment to focus on and gather information about their needs, goals, pain points, and behaviors.

  2. Start by understanding your customer using sources such as surveys, customer feedback, and analytics. And develop user personas for customers at different buying stages.

  3. Dig deep to understand the goals of your customers - exactly what they want to achieve as they go through various customer experiences during different stages.

  4. Using a user flow diagram, create the paths different user personas may take when interacting with your business.

  5. Referring to the flowcharts, identify the major and minor touchpoints and the user goals associated with them. Mark them down on your customer journey map.

  6. Examine the gathered data to identify the potential roadblocks or pain points in the customer journey. Mark these down on your user journey map as well.

  7. Share the journey map with the others in the marketing/ sales/ product team to get their input. Use built-in comments to gather feedback from stakeholders and discuss changes.

  8. Identify ways you can remove the roadblocks to help smoothen out your customer’s journey. After incorporating feedback, finalize the map and create an action plan for improvement.

  9. Embed the customer journey map in your intranet and other internal websites or share it with everyone, so they can easily access it and help update and improve it.

Who Can Use the Customer Journey Map Template?

A customer journey map template can be used by:

  • Marketing teams to better understand and optimize customer experiences.
  • Product teams to design and improve products and services.
  • Customer service teams to identify pain points and improve customer support.
  • Sales teams to optimize the sales process and improve customer engagement.
  • Design teams to create user-centered designs that align with customer needs and goals.
  • Business and strategy teams to align the organization around customer needs and make informed business decisions.
  • Customer research and insights teams to gather and analyze customer data.

The customer journey map template can be adapted to various industries and businesses, including e-commerce, finance, healthcare, hospitality, and more.

FAQs on the Customer Journey Map Template

How can I add images/ icons to the customer journey map template?
In addition to the shapes and icons available in the shapes library within the app itself, you can import or drag and drop more images and vectors and add them to your customer journey map template from your own device. You can also use Creately’s built-in Google image search option to browse for Google images and drag and drop them on to the canvas directly.
How can I share my customer journey map template?
You can share your customer journey map template in a number of ways. You can use a workspace share link with edit or view access to share with your peers. You can also use a secure embed code to embed the template in any site, intranet, or app. Alternatively, you can export the diagram in a suitable image format including PNG, SVG, PDF, or JPEG and share it with anyone.
How can I customize the customer journey map template?
While you can use the custom theme colors to highlight the important areas of your customer journey map template, you can use free hand drawing to add sketches, annotations, and highlights. You can also use different font styles, shapes and formatting options to further customize it according to your requirements.
Why is Creately Better for Customer Journey Mapping?
Creately is the intelligent visual platform enabling visual collaboration, knowledge management and project execution.
Why is Creately Better for Customer Journey Mapping?
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Real-Time Collaboration
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