Detailed Customer Journey Map


This template resulted from internal work to map a complex customer onboarding journey.

It's composed of:

  1. Touchpoints are the different product/organization surfaces the customer will have to interact with

  2. Goal represents what the organization/practice aims to achieve

  3. Personas are the different personas interacting in this journey

  4. Thoughts and emotions illustrate what the main persona is feeling and thinking

  5. Requirements list different requirements to make this step available for the personas


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