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.
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.
Design Research Template
Works best for:
UX Design, Design Thinking, Desk Research
A design research map is a grid framework showing the relationship between two key intersections in research methodologies: mindset and approach. Design research maps encourage your team or clients to develop new business strategies using generative design thinking. Originally designed by academic Liz Sanders, the framework is meant to resolve confusion or overlap between research and design methods. Whether your team is in problem-solving or problem space definition mode, using a research design template can help you consider the collective value of many unrelated practices.
Agile Board Template
Works best for:
Agile Methodology, Meetings, Agile Workflows
Part of the popular Agile framework, an Agile Board is a visual display that allows you to sync on tasks throughout a production cycle. The Agile Board is typically used in the context of Agile development methods like Kanban and Scrum, but anyone can adopt the tool. Used by software developers and project managers, the Agile Board helps manage workload in a flexible, transparent and iterative way. The Agile template provides an easy way to get started with a premade layout of sticky notes customizable for your tasks and team.
SAFe Roam Board
Works best for:
Agile Methodology, Operations, Agile Workflows
A SAFe ROAM Board is a framework for making risks visible. It gives you and your team a shared space to notice and highlight risks, so they don’t get ignored. The ROAM Board helps everyone consider the likelihood and impact of risks, and decide which risks are low priority versus high priority. The underlying principles of SAFe (Scaled Agile Framework) are: drive cost-effective solutions, apply systems thinking, assume that things will change, build incrementally, base milestones on evaluating working systems, and visualize and limit works in progress.
Growth Experiments Template
Works best for:
Leadership, Desk Research, Strategic Planning
Many ambitious companies are eying the future and aiming to grow. But growth decisions can be leaps of faith that are risky and costly. That’s why growth experiments make so much sense. They offer a systematic six-step method that reveals which strategies are most effective, how they’ll affect your revenue, and how they compare to your past approaches. By helping you test out your strategies for scaling your business before you fully commit, growth experiments can save you serious time, resources, and money.
App Development Canvas Template
Works best for:
Market Research, Product Management, User Experience
Ever noticed that building a successful app requires lots of players and moving parts? If you’re a project manager, you definitely have. Lucky for you, an app development canvas will let you own and optimize the entire process. It features 18 boxes, each one focusing on a key aspect of app development, giving you a big-picture view. That way you can fine-tune processes and get ahead of potential problems along the way—resulting in a smoother path and a better, tighter product.
Design Sprint Kit Template
Works best for:
Agile Methodology, UX Design, Sprint Planning
With the right focused and strategic approach, five days is all it takes to address your biggest product challenges. That’s the thinking behind Design Sprint methodology. Created by Tanya Junell of Blue Label Labs, this Design Sprint Kit provides a set of lightweight templates that support the Design Sprint’s collaborative activities and voting—and maintains the energy, team spirit, and momentum that was sparked in the session. Virtual sprint supplies and prepared whiteboards make this kit especially useful for remote Design Sprint Facilitators.