Free Fly UX Customer Journey Map

This template is a "Customer Journey Map" focusing on the process of "Booking Flights", likely for a travel service. The horizontal axis outlines several key stages: "Marketing," "Consideration," "Booking Page / Search Flights," "Flight Search Results," and "Infos Page." Each of these stages is further detailed with specific steps (e.g., "Step 1: 'Winning the big heart'," "Step 2: 'Preventing the loss'," "Step 3: 'Silent language'," "Step 4: 'Search flight'," "Step 5: 'Select flight'," and "Step 6: 'Info Page'").

The vertical axis (rows) focuses on various aspects of the customer experience: "Goals," "Expectations," "Context," and "Pain Points." Each cell provides detailed textual descriptions for each stage and aspect. For instance, under "Marketing," "Goals" include "Showing up," while "Pain Points" mention "Overstimulation" and "Too many choices." In the "Booking Page / Search Flights" stage, a "Pain Point" is "Difficulty of searching in foreign language."

The bottom section, "Experience," uses a line graph with emoji icons (happy, pleased, neutral, annoyed, angry) to visually represent the customer's emotional journey, showing fluctuations in sentiment across different stages, with background color gradients (green, yellow, red) indicating overall emotional zones. This template provides a structured and detailed framework for analyzing a customer's flight booking journey, identifying motivations, pain points, and opportunities for improvement.