This template is titled "HOW TO USE THIS CANVAS + EXAMPLES" and provides a comprehensive guide for "Customer Journey Map" creation, with a specific "Example: Taxi company" on the left and a blank version on the right.
The left panel, demonstrating the taxi company example, clearly outlines "JOURNEY PHASES" (Requesting a Ride, Driver Assignment, Driver Pick Up, On The Way, Drop-Off and Payment) and crucial customer journey elements. These include "TOUCHPOINTS" (e.g., Mobile App, SMS, Cash), "CUSTOMER ACTIONS" (e.g., Booked, Accepted, Met), "CUSTOMER THOUGHTS & FEELINGS" (e.g., Happy, Secure, Confident), and "PAIN POINTS" (e.g., Delays, Uncomfortable Ride). Each section is populated with specific details relevant to the taxi service journey, using yellow sticky notes for actions and thoughts.
The right panel shows the blank "Customer Journey Map", mirroring the structure of the example. It provides placeholder sections for "JOURNEY PHASES" (Phase 1-5), "TOUCHPOINT," "CUSTOMER ACTIONS," "CUSTOMER THOUGHTS & FEELINGS," "PAIN POINTS," and "TEAM NAME." This dual presentation allows users to first understand the application of the framework through a practical example and then apply it to their own context, making it an effective educational and practical tool for journey mapping.
