Customer Journey

XO Projects

16K

1.4K

289

Report

A customer journey describes the "journey" that a customer or potential customer experiences with a brand, product or service. It includes all direct and indirect touchpoints with a brand or product. It captures every single touchpoint need but also problems a customer has. In this way, the customer's experience is mapped from "awareness" to the final use of the product or service.

The goal is to make the customer's experience as positive as possible throughout the entire journey.

With this template you can represent a customer journey from start to finish.

The template contains the phases, jobs to be done, context and touchpoints, gains, pains and the emotions that the customer experiences.

XO Projects

Management Consulting

We believe that the power for business challenges and true innovation lies within the company itself. We support companies in unleashing these forces and accelerating innovation processes.

Similar templates

The Customer Question Board

Julia Cowing

450

3.8K

Value Chain Analysis Template

Miro

645

First coined by Harvard Business School professor Michael Porter, the value chain analysis helps your team evaluate your business activities so you can find ways to improve your competitive advantage. A value chain is a set of activities that a company performs in order to deliver a valuable product from start to finish. The analysis itself allows your team to visualize all the business activities involved in creating the product—and helps you identify inefficiencies, bottlenecks, and miscommunication within the process.

Perceptual Map Template

Miro

266

To shape your messaging, tailor your marketing, improve your product, and build your brand, you have to know your customers’ perceptions — what they think of you and your competitors. You can gain those insights by exploring a perceptual map. This simple, powerful tool creates a visual representation of how customers rank your price, performance, safety, and reliability. Put this template to work and you’ll be able to size up your competition, see gaps in the market, and understand changes in customer behavior and purchasing decisions.