Free User Journey

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This template presents an example customer journey map titled "Renting a car online at RoadQuest", focusing on a specific scenario. On the left, a "Scenario" section details the context of the customer's need, followed by a "Persona" profile for "Sarah Gordon," an Account Marketing Manager, including her photo and a detailed description of her background, needs, and goals related to car rental.

The main part of the template is the customer journey map itself, divided horizontally into several "Phases": "Research and Discovery," "Online Booking," "Pre-trip," "Usage," "Post-trip and Feedback," and "Retention." Vertically, the map categorizes key aspects of the journey: "Actions," "Channels," "Thoughts & Feelings," "Emotions," and "Pain points & Opportunities."

The "Emotions" row visually tracks the customer's emotional state throughout the journey with a wavy line graph and emoji icons, depicting fluctuations from positive to negative feelings. Each cell within the grid is populated with small rectangles representing specific actions, thoughts, channels, or opportunities at each stage. This template serves as a comprehensive example for mapping a detailed customer journey, from initial discovery to post-rental feedback, providing insights into customer behavior, pain points, and opportunities for service improvement.

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