Journey Map To Plot the Customer Experience
Understand and plan your user journey better with this map!
A journey is a tool to map out the customer experience of (a part of) your product/service in a visual way.
Suppose your organization provides a product or service, for example, mobile phone subscriptions. On your Journey Map, you will find a customer who goes through the process of selecting and purchasing a subscription (scenario), how the customer perceives each step (experience), what you learned about the overall needs of your customers (insights), and what can still be improved (opportunities). A journey map will serve your organization in understanding how your customers interact with your product/service and it helps see opportunities to improve the customer experience.
This sounds more difficult than it is, but use this template and you will be guided step-by-step in making your own journey map.
From our experience as a service design agency, we also provide you with tips and examples for how you can use a Journey Map for empathizing with your customer and improving your customer experience. Additionally, a Journey Map can be used to gain a complete overview of your services and improve collaboration between your departments.
Our instructions for making your own Journey Map:
The scenario: Determine the scenario and profile. With this scenario, sketch a first draft of what this journey could look like from the perspective of your customer. You can enrich the scenario by adding drawings or pictures.
The research insights: collect and plot existing data on the journey map (reviews, earlier research, and personas). Look for knowledge gaps and assumptions that need validation. Execute user research to collect additional insights about the customer experience (i.e. interviews or observations). Analyze this data and cluster corresponding findings, quotes and insights and plot these on your journey map.
The customer experience: Define the customer experience based on the research and insights collected, and draw the emotion curve. Here you emphasize where things go well and where improvement is needed. Determine which steps make or break the overall experience and where to focus first.
The opportunities: Together with key stakeholders, analyze the journey to spot opportunities that can improve your customer experience. The journey might contain a lot of information and opportunities, so summarise the key takeaways to make the journey actionable, and determine what the next steps will be.
Get started with this template right now.
Product Canvas Template
Works best for:
Desk Research, UX Design
Product canvases are a concise yet content-rich tool that conveys what your product is and how it is strategically positioned. Combining Agile and UX, a project canvas complements user stories with personas, storyboards, scenarios, design sketches, and other UX artefacts. Product canvases are useful because they help product managers define a prototype. Creating a product canvas is an important first step in deciding who potential users may be, the problem to be solved, basic product functionality, advanced functionalities worth exploring, competitive advantage, and customers’ potential gain from the product.
UML Use Case Online Shopping System Template
Works best for:
UML
The Online Shopping System Template simplifies the process of documenting and visualizing how users interact with an online shopping system. It provides a standard way to map out user interactions, such as product listings, inventory management, shopping carts, order processing, payments, and shipping details. By using this template, teams can collaborate effectively in real-time or at different times, adjusting the diagram to meet their project's specific needs. This not only improves clarity and efficiency but also fosters better communication among team members and stakeholders, ensuring a thorough understanding of the system's design and requirements.
Product Strategy Workshop
Works best for:
Product Management, Planning
The Product Strategy Workshop template facilitates collaborative sessions for defining and refining product strategies. By providing frameworks for analyzing market dynamics, identifying customer needs, and setting strategic goals, this template fosters alignment among cross-functional teams. With sections for SWOT analysis, value proposition development, and goal setting, it enables teams to create comprehensive product strategies that drive business growth and customer satisfaction.
Product Inception Canvas
Works best for:
Product Management, Planning
The Product Inception Canvas template facilitates collaborative sessions for defining product visions and strategies. By exploring product goals, user needs, and market opportunities, this template aligns teams around a shared vision. With sections for defining product features, prioritizing initiatives, and setting success criteria, it provides a structured framework for product inception. This template serves as a launchpad for innovative product ideas, guiding teams through the initial stages of product development and setting the foundation for success.
Work Plan Template
Works best for:
Mapping, Project Planning
A work plan is essentially a roadmap for a project. It articulates the steps you must take to achieve the desired goal, sets demonstrable objectives, and establishes measurable deliverables. An effective work plan guides you throughout the project lifecycle, allowing you to realize an outcome by collaborating with your team. Although work plans vary, they generally contain four core components: goals, strategy, tactics, and deliverables.
Mobile App Prototype Template
Works best for:
Prototype
Miro's mobile app prototype template is your go-to solution for quickly and efficiently designing mobile apps, offering a collaborative and flexible framework to bring your ideas to life.