Experience Mapping Template

Plan your product according to your customer’s needs and desires with the Experience Map Template. Bring a customer-centric approach to product development and branding.

About the Experience Map Template

Josh Zak, a product strategist and Turtle Design co-founder, created this Experience Map Template to show clients how their customers interact with their brands. When prototyping or planning a product, this template helps you to uncover customer’s actions, feelings, and ways of thinking throughout their journey.

What’s the Experience Map Template?

The Experience Map Template describes how your customer feels when in touch with your brand. The experience map comprises one frame detailing the customer journey, containing their key actions, feelings, and emotions. It also defines the customer journey stages, touchpoints, and opportunities when interacting with a brand or product.

Benefits of the Experience Map Template

Product managers, designers, and marketers can profit significantly from the experience map. When building a brand strategy, the customer experience map helps you to validate assumptions and guides your design and the strategy behind it.

Here are a few of the benefits of having an experience map:

Set stakeholder expectations

When building a product, design needs to be validated and assumptions tested. The Experience Map Template helps uncover your customer needs and pain points.

Find opportunities

The customer journey reveals the weaknesses and strengths of your product. Uncover opportunities to gain customers or to improve their existing experience when in touch with your brand.

Set the metrics for success

What does success look like? With the experience map, you can define success metrics bringing together business needs and customer satisfaction.

Discover critical points in your customer journey

Find the flaws in your strategy and prioritize what needs to be worked on.

How to use Experience Map Template?

Select the ready-made Experience Map Template and add it to your board. The experience map will guide your design and product decisions. Here are the main sections of the template:

  1. User purpose: add a quote describing your ideal user and demographics.

  2. Stages: Define the stages of your customer journey.

  3. Key Actions: What do you want them to do at each customer journey stage?

  4. Doing: Describe exactly what actions your ideal user performs at each stage.

  5. Touchpoints: What are the customer touchpoints? Define each touchpoint according to customer journey stages.

  6. Questions: Add any questions your user might have at each stage.

  7. Emotions: How does your ideal user feel? Track their emotions at every stage.

  8. Opportunities: Analyze their feelings and see the patterns. Identify what could be improved.

  9. System: Which systems are used for every touchpoint? Describe in detail.

FAQs about the Experience Map Template

What is the difference between an experience map and a journey map?

The experience map is not tied to any product or service and often shows the generic user experience when in contact with a given brand or service. On the other hand, the customer journey is more specific, mapping out their journey when in touch with a particular feature, service, or product.

Experience Mapping Template

Get started with this template right now.

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