This template is designed to help eCommerce teams collaborate and understand the full customer experience.
What is a Customer Experience Map
A customer experience map (or customer journey map) is a structured framework that captures the entire journey a customer takes with your brand—what they do, what they think, and how they feel across every interaction. It doesn’t just track steps; it reveals motivations, frustrations, and the emotional drivers behind decisions.
Why Customer Experience Maps are Important
Customer Experience Maps help you see the journey through your customer’s eyes, identify moments of friction and delight, and align your team on what truly drives loyalty.
As businesses adopt customer experience maps, what once felt like a messy, unpredictable journey becomes a structured, learnable system.
From the first ad a shopper sees, to the trust signals they search for before purchasing, to the post-sale support that determines whether they return, every interaction shapes how customers perceive your brand.
A customer experience map gives you the framework to capture these moments, understand the emotions behind them, and turn fragmented touchpoints into a seamless, intentional journey.
