A customer journey map is a business activity where participants visualize the interactions a customer has with a product or service.
It’s a human-centered approach to understanding what customers are doing, thinking, and feeling across key steps of their journey, from awareness through loyalty.
This workshop template encourages businesses to map customer actions, questions, pain points, and moments of success, while identifying opportunities to better support the customer at each stage.
Unlike a process map, which focuses on internal workflows, a customer journey map centers the customer’s perspective to uncover insights that inform more intentional decisions.
