Customer Touchpoint Map Template
Design the best experience from your customer’s point of view with the Customer Touchpoint Map Template. Identify opportunities and gain a competitive advantage.
Trusted by 65M+ users and leading companies
About the Customer Touchpoint Map Template
The customer touchpoint map template is a tool that helps you define your customer journey map. UX designers, researchers, and marketers can use this template to identify all the customer touchpoints of your product or brand, flagging which ones are in good order and which ones need improvement.
What is a customer touchpoint map?
A customer touchpoint map is where you can map all your customer’s interactions and touchpoints with your brand or product. It’s a practical and efficient way to see the whole journey, including what needs improvement and what’s been working well.
The customer touchpoint map helps you bring more detail to your customer journey map, where you go more in-depth on how your customer thinks and feels about your brand throughout their journey. A basic CJM includes a specific persona, the steps beginning-to-end of the customer experience, and the potential emotional highs and lows. Both templates are complementary.
Benefits of using a customer touchpoint map
Many teams can benefit from the customer touchpoint map, including designers, developers, and business managers. Here are a few things that will you find out when you build your own customer touchpoint map:
Anticipate multiple customer pathways
Each customer won’t have an identical user journey, so one of the advantages of customer touchpoint mapping is that you can plot out multiple pathways through your product.
By understanding the different ways customers can discover and use your product, you can better anticipate their priorities and what causes churn.
Understand the customer’s perspective
One of the major reasons businesses use customer touchpoint maps is to get a more incisive understanding of how the customer experiences their product. Mapping out customer journeys helps explain why customers make the choices they do and what is most aspect of your product is most valuable to them.
Inform updates and new features
Anytime you want to update your product or add new features, you’ll want to bring in the customer’s perspective. By helping you hone in on the steps and features that are most important to a customer, you can better understand which updates will benefit them the most.
Target customer personas more closely
Customer touchpoint mapping gives you a better understanding of your different buyer personas. Armed with this understanding, you can create different pathways for different personas and provide a more personalized experience.
Improve customer service
Finally, by helping you understand customer needs, customer touchpoint mapping will help you identify at which points in the journey customers need the most help and then target your customer support efforts towards those parts.
When to use the customer touchpoint map template
Customer touchpoint maps are most commonly used by businesses to understand the customer’s actions better, but there are numerous situations when customer touchpoint mapping can be useful.
Visualize the customer experience
Customer touchpoint maps help businesses visualize the customer journey and understand the steps a customer takes through the product. It also allows you to focus on your customer's journey's most influential channels and touchpoints.
Once you can see all phases, you can see where you’re failing to meet their expectations and make improvements to build a better user experience.
Solve a specific problem
Many teams use customer touchpoint mapping as a tool to solve a specific problem. For example, if you’re experiencing churn, it can help you see where your customer might encounter a roadblock that drives them to part ways with your brand.
Improve mission alignment
Suppose you’re having a hard time aligning cross-functionally. In that case, it can be useful to get the teams together to collaborate on creating a customer touchpoint map and ensure you’re putting the customer first.
Create your own customer touchpoint map
Whether you’re a veteran of customer touchpoint mapping or new to the technique, Miro makes it easy to build your own. Get started by selecting the customer touchpoint map template, then take the following steps:
1. Set a timeline
Identify each phase of your customer journey and add it to a linear timeline, including also all your communication channels.
2. Identify each customer touchpoint as an end-to-end journey
Add each customer's interaction with your brand, product, or service. A good way to organize the touchpoints is to think about the buying phases: before, purchase, and after purchase.
3. Analyze the interactions
Write down the positive and negative aspects of each touchpoint, according to your customer’s point of view.
What about your product exceeded your customer’s expectations? Where did it fall short?
4. Iterate and improve
After setting up your customer touchpoint map, see how it helps you develop your customer journey map. As your product and brand evolve, you can continuously iterate and improve your customer touchpoint map as you see fit.
What’s the difference between a customer touchpoint map and a journey map?
The customer touchpoint map gathers information about the channels you communicate, your customer needs when in contact with your product or brand, and your buying phases. The customer touchpoint mapping can be helpful when building a customer journey map, which gives you a greater overview of your customer’s pain points experiences and a detailed description of their personas.
Get started with this template right now.
Infographic Template
Works best for:
Marketing, Desk Research, Documentation
As we bet you’ve experienced, data can get pretty dense and dry. But you need it to be compelling, memorable, and understandable. The solution? Infographics. These are tools that let you present information in a visually striking way and turn quantitative or qualitative data into stories that engage and resonate. Whoever you’ll be presenting to — customers, donors, or your own internal teams — our template will let you design an infographic that combines text and visuals to break down even the most complicated data.
Kano Model Template
Works best for:
Desk Research, Product Management, Prioritization
When it comes down to it, a product’s success is determined by the features it offers and the satisfaction it gives to customers. So which features matter most? The Kano model will help you decide. It’s a simple, powerful method for helping you prioritize all your features — by comparing how much satisfaction a feature will deliver to what it will cost to implement. This template lets you easily create a standard Kano model, with two axes (satisfaction and functionality) creating a quadrant with four values: attractive, performance, indifferent, and must-be.
Agile Transition Plan Template
Works best for:
Agile Methodology, Agile Workflows
An Agile transformation roadmap can help you, your team, and your organization transition from rigid compliance-heavy methods to the more flexible Agile way of doing things incrementally. From requirements to integrations to security, you can map out your organization's moving parts as “swim lanes” that you can then update regularly. Use your roadmap as a way to tell the story of how you see your product growing over a period of time. Get buy-in without overselling and keep your roadmap simple, viable and measurable. By using an Agile transformation roadmap, you can avoid getting bogged down in details and instead invest in big-picture strategic thinking.
Inspired: Creating Products Customers Love
Works best for:
Product Management, Planning
Inspired: Creating Products Customers Love template guides product managers in developing innovative and customer-centric products. By emphasizing empathy, ideation, and validation, this template fosters a deep understanding of customer needs and preferences. With sections for brainstorming ideas, defining features, and validating concepts, it facilitates the creation of compelling products that resonate with target audiences. This template serves as a roadmap for delivering exceptional customer experiences and driving product success.
Taco Tuesday Retrospective
Works best for:
Agile Methodology, Retrospectives, Meetings
The Taco Tuesday Retrospective template offers a fun and informal approach to retrospectives, perfect for fostering team camaraderie. It provides elements for reflecting on past iterations over a casual taco-themed gathering. This template enables teams to relax, share insights, and brainstorm ideas in a laid-back atmosphere. By promoting social interaction and creativity, the Taco Tuesday Retrospective empowers teams to strengthen relationships, boost morale, and drive continuous improvement effectively.
Scrum Puzzle
Works best for:
Agile
The Scrum Puzzle is a collaborative activity that reinforces Scrum roles, artifacts, and ceremonies. By assembling a puzzle representing the Scrum framework, teams gain a deeper understanding of its components and how they interrelate. This template offers a fun and interactive way to reinforce Scrum knowledge and promote team alignment, empowering practitioners to apply Scrum principles effectively and deliver value with agility.