Customer Journey Map Template
See your business from your customer’s point of view – and design the best experience for them.
About the Customer Journey Map Template
What is a customer journey map
Customers are the lifeblood of your business. Empathizing with your customer’s pain points, wants, and needs is vital for success. To do that, many teams use customer journey maps. A customer journey map (CJM) is a visual representation of your customer’s experience. It allows you to capture the path that a customer follows when they buy a product, sign up for a service, or otherwise interact with your site.
CJMs are beneficial because they are infinitely adaptable. Teams of all kinds, from sales to engineering, use CJMs to solve problems and fill gaps. A basic map includes a specific persona, the steps beginning-to-end of the customer experience, and the potential emotional highs and lows. Other parts of the journey are optional and depend on your objectives.
When to use customer journey maps
Use customer journey maps anytime you need to visualize your customer’s experience. A CJM allows you to focus on the most influential channels and touchpoints of your customer’s journey. Once you can see all phases, you can see where you’re failing to meet their expectations and make improvements to build a better customer experience.
Many teams use customer journey mapping as a tool to solve a specific problem. For example, if you’re experiencing churn, a CJM can help you see where your customer might encounter a roadblock that drives them to part ways with your brand. If you’re having a hard time aligning cross-functionally, it can be useful to get the teams together to collaborate on creating a CJM and ensure you’re putting the customer first. Regardless of your challenges, customer journey mapping comes in handy.
Create your own customer journey map
Whether you’re a veteran of customer journey mapping or new to the technique, Miro makes it easy to build your own customer journey map. Miro’s whiteboard tool allows you to create and share CJMs with your team. Get started by selecting the Customer Journey Map template, then take the following steps to make your own.
Set objectives. Think about what you want to accomplish. Is there a problem you’re trying to solve? A product you’re about to launch? An experience you want to learn more about? Articulate the challenges you’re facing so you can better use your CJM. Then write down your objectives.
Create personas. Build a complete picture of the customer whose journey you will capture in your map. Use all the demographic and psychographic data available to you to make personas.
List touchpoints. Touchpoints are all the places on your website or in your brand journey where customers might interact with the company. List the ones your customers are already using and those you would like them to use.
Identify elements to show on the map. Customer journey maps can be as zoomed-in or zoomed-out as you need. Working with your team, decide whether you want to plan out an idealized version or the current state of the customer journey, a day in your customer’s life and how your brand might add value, or a service blueprint.
Map out the resources you have and need. Once you start mapping, you’ll start to see gaps in the customer journey. As you develop the map, use Miro’s online whiteboard to draw up a list of resources you will need to fill in those gaps. Flesh out the map by adding those resources and tools. This will help you predict how adding or subtracting touchpoints might impact your business and drive revenue.
Test it out. Work through the CJM and see if you can answer the questions you posed at the beginning of the process. Then, you can better visualize how to meet your team’s objectives.
Iterate as necessary. Once you’ve test-driven the map, make any necessary changes.
Customer Journey Map Template
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Save time by using our premade Customer Journey Map Template instead of creating your own from scratch. Get started by signing up for free to update it with your own information.
Invite your team members to collaborate on your new customer journey map. Miro enables you to engage co-located and remote teams on a virtual whiteboard, without constraints.
Need to share your Customer Journey Map Template with others? Miro has multiple exporting options, like saving to PDF.
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