Free Home Improvement Customer Journey Map

Free Home Improvement Customer Journey Map Template to Edit Online
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This template details "Anna's Journey (Customer)," focusing on a real estate customer named Anna, "Aged 40, owns her home, works for a real estate company." The journey is broken down into five numbered "Journey Step" phases, each describing a stage of her interaction, from initial awareness to project completion.

For each step, the template analyzes "Feeling" (e.g., "Intrigued, Interested," "Excited," "Relief," "Surprised, Happy"), providing insight into Anna's emotional state. "Thought" captures her internal monologue and considerations at each stage (e.g., "The team seems that did the survey are very kind and find some amazing, when it comes to the investment from my home!").

The "Metrics" section provides measurable data for each step, including "Click Through Rate," "Lead to Booking Rate," "Show-Up Rate," "Quote to Conversion Rate," and "Customer Referral Rate," with current and target percentages.

Finally, a "Service Optimisation" section lists actionable recommendations for "What things can we do to optimise the customer experience?" for each journey step. This template provides a comprehensive and empathetic framework for understanding customer experience, identifying emotional drivers, tracking performance, and generating concrete improvement strategies across the customer lifecycle.

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