Customer Journey Map

What is it?

A Customer Journey Map is a tool that helps us visualize the customer’s experiences, including their pains and gains, at each step involved in accomplishing a job to be done. It outlines the sequential steps a customer takes and highlights the emotions behind their actions, providing a holistic view of the entire customer experience.

How do I use it?

1. Select a customer segment

2. Map the customer journey

3. Rank customer experiences

4. Capture insights