Free Customer Journey Map

This template is a "Journey Map" designed to analyze and optimize a user's experience. At the top, a "LENS" section instructs the user to "write your user name and the scenario in the first row," indicating a focus on a specific user persona and context. It also defines key areas for mapping: "ACTIONS (What the user has done throughout the journey)," "EXPERIENCE (Add the user's thoughts and feelings, and identifying key ideas)," and "Pain Points & Opportunities (Highlight the pain points and what opportunities exist to solve them)."

The main body of the map is a grid. The horizontal axis is intended for "SCENARIO" and would likely be populated with different stages of the journey. The vertical axis, clearly labeled in orange, outlines crucial aspects of the user's journey: "PHASE (What are some of the major phases?)," "ACTIONS (What are they doing?)," "TOUCHPOINTS (What are they interacting with?)," "THOUGHTS & FEELINGS (What are they thinking? What are they feeling?)," "PAIN POINTS (What is the problem?)," and "OPPORTUNITIES (What opportunities exist?)." The cells within the grid are left blank, providing ample space for detailed input for each intersection of journey aspect and phase. This template provides a structured and comprehensive framework for mapping user journeys, enabling deep insights into user behavior, motivations, and areas for improvement.