Free Detailed Customer Journey Map

This template is a comprehensive "Customer Journey Map" designed to help users understand and optimize internal processes related to customer experience. The left panel, labeled "i instructions," provides a "How to use" guide and lists "Components" of the map, such as "Internal step," "Key internal activity," "Goals," "Thoughts and emotions," "Requirements for employees," and "Key insights."

The second panel, "Components," visually illustrates a generic "Journey step" and "User emotion" element.

The third panel, "Example," showcases a filled-out customer journey map with specific phases (e.g., "Customer acquisition," "Service mapping," "Scale up & Growth"). It includes details on "Internal steps" (e.g., "Welcome and Onboard," "Provide initial support"), "Key internal activity," "Goals," "Thoughts and emotions" (depicted by a wavy line with data points), "Requirements for employees," and "Key insights." The "Thoughts and emotions" row visually tracks sentiment, showing dips and peaks.

The fourth panel, "Template," provides a blank version of the customer journey map, mirroring the structure of the example. This allows users to apply the learned framework to their own specific internal processes. This multi-panel template is an effective tool for internal teams to map their operations against customer journey stages, ensuring alignment and identifying areas for improvement to enhance overall customer experience.