This template is a "Customer Journey Map" by Praxis, designed to visualize and analyze a customer's experience, including their pains and gains, at each step of a job-to-be-done. The left panel provides an introduction to customer journey mapping, explaining its benefits and outlining key steps: "1 Select a customer segment," "2 Map the customer journey," "3 Rank customer experiences," and "4 Capture insights." It also includes important reminders for effective mapping.
The main right panel displays the actual journey map. At the top, there's space for "Customer Segment" (e.g., "Name: Greg") and "Customer Objectives." The horizontal axis defines various "Customer Journey Steps" (e.g., "Research," "Sign up," "Onboarding"). Below this, rows are dedicated to mapping "Customer Experiences," "Pains," and "Gains," using color-coded sticky notes (blue for actions, green for gains, red for pains) to represent different customer interactions and emotions. A section at the bottom, "4 Insights," provides space to capture key takeaways. This comprehensive template serves as a powerful tool for understanding and optimizing customer interactions, facilitating the identification of critical moments and areas for improvement.
