Two-track Journey Map

Edmond Gozo

14K

1.8K

209

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This is a journey map with a bit of a twist -- it presents the customer's journey alongside the institution's journey.

This two-track approach is powerful, showing how the company really needs to think about how its stages and actions actually correlate with where the customer is in his/her journey.

Edmond Gozo

Chief Design Officer @ Tinqer

A strategist, designer, problem solver, and all-around tinkerer, who helps people design better products, services, spaces, and experiences… and build the capabilities and mindset to make it happen.

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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. Most maps include a specific persona, outlines their customer experience from beginning to end, and captures the potential emotional highs and lows of interacting with the product or service. Use this template to easily create customer journey maps for projects of all kinds.