This template is a "Customer Journey Map" designed to visually document and analyze a customer's experience. The left sidebar provides a "Persona" section to define the customer profile, including fields for "Name," "About me," "Needs," "Pain points," "Goals," and "Scenario", each represented by blue, red, and green colored rectangles.
The main canvas of the journey map is structured with "Journey steps" horizontally, broken down into "Stage 1," "Stage 2," "Stage 3," and "Stage 4." Vertically, rows represent various aspects of the customer journey: "Story," "Actions," "Touchpoints," "Emotions," and "Pain points." There's also a dedicated "Backstage" section for internal considerations.
Within the grid, colorful sticky notes (yellow, green, orange, blue) are used to populate "Actions" and "Pain points" for each stage. Emoji icons visually represent "Emotions" at different stages. The "Backstage" section includes "Opportunities & owners," with example text suggesting "Increase/Decrease a leading metric by improving X or introducing Y," highlighting actionable insights. This template offers a structured and intuitive framework for understanding the customer's journey, identifying key interactions, and uncovering opportunities for improvement at each stage.
