Customer Journey Map
When to use The Customer Journey Map?
Use this template to create a powered up journey maps that you can to stakeholders and base your sitemap on. It includes all important points you need to consider about a certain persona as well as the key points in a journey, customer's thoughts & feelings and what the service side needs to consider at each key point in that journey.
How to use the Customer Journey Template?
Simply fill in the persona info, make sure you don't forget points that could affect this journey; then fill in each touch point (actual step, customer's thoughts and feelings at point, and internal ownership).
When that is done; you will have a list of user needs that belong at certain points in a journey, important actions for marketing team, operation team and backend at critical points in a journey that you could miss if you follow a simple user flow method.