Customer Touchpoint Map Template
Design the best experience from your customer’s point of view with the Customer Touchpoint Map Template. Identify opportunities and gain a competitive advantage.
About the Customer Touchpoint Map Template
The customer touchpoint map template is a tool that helps you define your customer journey map. UX designers, researchers, and marketers can use this template to identify all the customer touchpoints of your product or brand, flagging which ones are in good order and which ones need improvement.
What is a customer touchpoint map?
A customer touchpoint map is where you can map all your customer’s interactions and touchpoints with your brand or product. It’s a practical and efficient way to see the whole journey, including what needs improvement and what’s been working well.
The customer touchpoint map helps you bring more detail to your customer journey map, where you go more in-depth on how your customer thinks and feels about your brand throughout their journey. A basic CJM includes a specific persona, the steps beginning-to-end of the customer experience, and the potential emotional highs and lows. Both templates are complementary.
Benefits of using a customer touchpoint map
Many teams can benefit from the customer touchpoint map, including designers, developers, and business managers. Here are a few things that will you find out when you build your own customer touchpoint map:
Anticipate multiple customer pathways
Each customer won’t have an identical user journey, so one of the advantages of customer touchpoint mapping is that you can plot out multiple pathways through your product.
By understanding the different ways customers can discover and use your product, you can better anticipate their priorities and what causes churn.
Understand the customer’s perspective
One of the major reasons businesses use customer touchpoint maps is to get a more incisive understanding of how the customer experiences their product. Mapping out customer journeys helps explain why customers make the choices they do and what is most aspect of your product is most valuable to them.
Inform updates and new features
Anytime you want to update your product or add new features, you’ll want to bring in the customer’s perspective. By helping you hone in on the steps and features that are most important to a customer, you can better understand which updates will benefit them the most.
Target customer personas more closely
Customer touchpoint mapping gives you a better understanding of your different buyer personas. Armed with this understanding, you can create different pathways for different personas and provide a more personalized experience.
Improve customer service
Finally, by helping you understand customer needs, customer touchpoint mapping will help you identify at which points in the journey customers need the most help and then target your customer support efforts towards those parts.
When to use the customer touchpoint map template
Customer touchpoint maps are most commonly used by businesses to understand the customer’s actions better, but there are numerous situations when customer touchpoint mapping can be useful.
Visualize the customer experience
Customer touchpoint maps help businesses visualize the customer journey and understand the steps a customer takes through the product. It also allows you to focus on your customer's journey's most influential channels and touchpoints.
Once you can see all phases, you can see where you’re failing to meet their expectations and make improvements to build a better user experience.
Solve a specific problem
Many teams use customer touchpoint mapping as a tool to solve a specific problem. For example, if you’re experiencing churn, it can help you see where your customer might encounter a roadblock that drives them to part ways with your brand.
Improve mission alignment
Suppose you’re having a hard time aligning cross-functionally. In that case, it can be useful to get the teams together to collaborate on creating a customer touchpoint map and ensure you’re putting the customer first.
Create your own customer touchpoint map
Whether you’re a veteran of customer touchpoint mapping or new to the technique, Miro makes it easy to build your own. Get started by selecting the customer touchpoint map template, then take the following steps:
1. Set a timeline
Identify each phase of your customer journey and add it to a linear timeline, including also all your communication channels.
2. Identify each customer touchpoint as an end-to-end journey
Add each customer's interaction with your brand, product, or service. A good way to organize the touchpoints is to think about the buying phases: before, purchase, and after purchase.
3. Analyze the interactions
Write down the positive and negative aspects of each touchpoint, according to your customer’s point of view.
What about your product exceeded your customer’s expectations? Where did it fall short?
4. Iterate and improve
After setting up your customer touchpoint map, see how it helps you develop your customer journey map. As your product and brand evolve, you can continuously iterate and improve your customer touchpoint map as you see fit.
Discover more customer journey map examples to inspire your team.
What’s the difference between a customer touchpoint map and a journey map?
The customer touchpoint map gathers information about the channels you communicate, your customer needs when in contact with your product or brand, and your buying phases. The customer touchpoint mapping can be helpful when building a customer journey map, which gives you a greater overview of your customer’s pain points experiences and a detailed description of their personas.
Get started with this template right now.
Entity–Relationship Diagram (ERD) HR Management System Template
Works best for:
ERD
The Entity–Relationship Diagram (ERD) HR Management System Template in Miro is designed to streamline the management of employee-related information and processes within an organization. This template allows for the visualization and organization of complex HR systems, making it easier to understand relationships and processes. It enables users to map out departments, positions, and employee details, including attendance records, payroll, and performance reviews.
SDLC Template
Works best for:
Diagramming
The Software Development Life Cycle (SDLC) template is a well-designed visual tool that helps software development teams follow a structured approach from the initial concept to the final deployment of the software. One of the most significant benefits of using this template is that it promotes clear, streamlined communication among team members. By breaking the development cycle into distinct phases, all stakeholders can stay informed about the progress of the project and understand their responsibilities within the larger context. This enhanced communication reduces the chances of misunderstandings and ensures that everyone works together towards the common goal of delivering high-quality software. The template acts not only as a roadmap but also as a shared language for the team, improving collaboration and the efficient progression of the project through each critical stage.
Storyboard for Video Production Template
Works best for:
Storyboard
The Storyboard for Video Production template is your go-to tool for planning every shot of your video project. Outline scenes, dialogues, camera angles, and visual elements to create a coherent narrative. Perfect for filmmakers, educators, or content creators, this template ensures that every aspect of your video aligns with your creative vision, streamlining production and enhancing the overall quality and impact of your project.
Sustainable Product Innovation Board
Works best for:
Product Management, Planning
The Sustainable Product Innovation Board template supports sustainable product development practices. By integrating sustainability criteria into product ideation, design, and implementation processes, this template fosters eco-friendly product innovation. With sections for evaluating environmental impacts and setting sustainability goals, it enables teams to create products that minimize ecological footprints and promote social responsibility. This template serves as a framework for driving sustainable business practices and meeting consumer demands for environmentally conscious products.
Product Roadmap by Mark V. Smetanin
Works best for:
Product Management, Roadmap
Learn to craft effective product plans with the How to Create Product Roadmap by Mark V. Smetanin. This template guides you through outlining key milestones, setting priorities, and visualizing your product journey. Use it to align your team, maintain focus, and achieve strategic goals. Ideal for product managers and teams looking for a structured approach to product development and clear communication with stakeholders.
Wardley Mapping Canvas Template
Works best for:
Leadership, Strategic Planning, Mapping
A Wardley Map represents the landscape in which a business operates. It's made up of a value chain (the activities required to fulfill user needs) graphed against the evolution of individual activities over time. You place components with value on the y-axis and commodity on the x-axis. Use a Wardley Map to understand shared assumptions about your environment and discover what strategic options are available. Easily communicate your understanding of the landscape to your team, new hires, and stakeholders.