Free User Journey Mapping

This template is a "Customer Journey Map" designed to systematically analyze a customer's experience across different "Phases of journey." The horizontal axis at the top clearly labels seven distinct phases, each color-coded: "Discovery" (blue), "Consideration" (yellow), "Experiment" (pink), "Adoption" (light blue), "Purchase" (green), "Service" (orange), and "Loyalty" (purple).

The vertical axis (rows) focuses on key aspects of the customer journey, each with a guiding question: "Goals (What does the customer trying to achieve?)," "Actions (What does the customer do?)," "Touchpoints (What part of the business has the customer interacted with?)," "Challenges (What prevented the customer from completing this step?)," "Customer Feeling (What is the customer feeling?)," "Process leadership (Who is in the lead on this?)," "Initiatives," and "Metrics."

The grid formed by these phases and aspects provides a structured framework for populating details at each intersection. The large, blank cells are ready for specific information, observations, and data points, allowing for a comprehensive and in-depth analysis of the customer's path. This template is an effective tool for understanding customer behavior, identifying pain points, uncovering opportunities, and assigning ownership across the entire customer lifecycle, from initial discovery to sustained loyalty.