This template is a customer journey map, structured as a grid to analyze a customer's experience across various phases. The top-left cell is labeled "Scope and goal," setting the overall context for the mapping exercise.
The vertical axis (rows) defines key aspects of the customer journey: "User actions, tasks and activities," "Emotions, experiences and feelings," "Painpoints," "Opportunities (for features, improvements)," and "Touchpoints." Each of these rows contains placeholder text such as "Action," "Emotion/Thought," "Painpoint," "Opportunity," and "Touchpoint," ready for specific input.
The horizontal axis (columns) represents different "Phases" of the journey, indicated by a series of three dots (...), suggesting multiple sequential stages. Each phase column is visually distinct with a subtle gradient of pastel colors (yellow, pink, purple, blue), creating a visually appealing and organized layout. The cells within the grid are large and blank, designed for detailed descriptions and observations for each intersection of journey aspect and phase. This template provides a clear, structured, and visually guided framework for in-depth customer journey analysis, allowing teams to identify critical moments, pain points, and opportunities for enhancement.
