Free Customer Journey Map

This template is a "Customer Journey Map" designed to analyze user experiences across key phases of interaction with a product or service. The top horizontal axis defines four distinct "Phase of Journey" stages, each color-coded: "Awareness" (blue), "Consideration" (yellow), "Conversion" (pink), and "Retention/Advocacy" (light blue).

The vertical axis (rows) focuses on various aspects of the customer journey, each with a guiding question: "Actions (What actions does the customer take online?)," "Touchpoint (What part of your web presence do they interact with?)," "Customer Thought (What is the customer thinking and intending?)," "Customer Feeling (What is the customer feeling?)," and two rows for "Opportunities."

Within the grid, color-coded squares (blue, yellow, pink, light blue) represent specific actions in the respective phases. The "Customer Thought" row uses green and red squares to indicate positive or negative thoughts, while the "Customer Feeling" row employs a diverse set of emoji icons to visually convey emotional states, such as "Master Problem," angry, confused, surprised, and in love. The "Opportunities" rows are blank, allowing for new ideas. This template provides a structured and visually engaging framework for understanding customer behavior, emotions, and touchpoints, enabling the identification of pain points and opportunities for improvement across the entire customer lifecycle.