Customer journey maps are a visual representation of the customer’s interaction with your brand from start to finish. These maps serve as a tool to pinpoint areas for improvement at each customer touchpoint, while also assisting teams in the search for effective solutions.
In ‘An Easy Guide To Creating Your Customer Journey Map‘, we explained the key components of a Customer Journey Map and the process you might take to create one from scratch. Here, we’re providing an easy, but effective, template that you can use to craft your own customer journey map.
Filling Out The Customer Journey Map
The steps outlined below is a guide to filling out the Customer Journey Map as an individual activity.
But if you’re thinking of tackling the canvas in a group setting, great choice! Whether it’s a close-knit team or a larger workshop with up to 15 participants, this exercise can be quite the collaborative experience. If you’re keen on running it as a workshop and making the most out of it, do take a look at our article on the essential insights for hosting a customer journey mapping workshop.
The Customer Journey Map is made up of 2 sections- the Customer Persona and the main Journey Map consisting of 5 customer journey stages.
1. Define Your Customer Persona
Before delving into the journey, it’s crucial to understand who your customer is. Give a description of the persona including demographics, preferences, behaviours, and goals. This understanding will serve as the foundation for the rest of the map.
2. Fill out each component of the journey stages
This main section of the customer journey map focuses on the customer’s journey stages. These stages are distinct phases that a customer goes through during their interaction with your brand
Depending on the products and services you offer, these stages can differ. Tailoring these stages to your specific offerings helps for a more accurate and actionable map.
CUSTOMER JOURNEY MAPS. Click on the links below to access the templates and user guides to gather inspiration on what details to incorporate into your map. Bear in mind, the examples provided are merely suggestions. Tailor them to fit your specific business needs.
Once completed, you’d have a clear view of how your customers engage with and perceive your products and services.
This insight is invaluable for refining and enhancing the overall customer experience.
3. Next Steps: Using the Completed Map
Well done! Now that you’ve finalised your customer journey map, you may wish to consider taking the following steps to make the most of this tool:
- Share With Teams: Ensure every department understands the customer journey. This puts everyone on the same page and helps foster a unified approach to improving customer experience.
- Review Regularly: As customer behaviours and business offerings evolve, revisit and update the customer journey map periodically to keep it relevant.
- Measure Success: To gauge the impact of your customer experience initiatives, compare successive versions of the map. This comparison will show you if your strategies are working over time.
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