Customer Experience Journey Map

Guiding Principles
Overriding filter through which you view the Overriding filter through which you view the Overriding filter through which you view the Overriding filter through which you view the
journey. journey. journey. journey.

Customer Journey

Stages Stage 1 Stage 2 Stage 3 Stage 4 Stage 5 Stage 6

Service Information of inside-out. Text Text Confirm Text Revise Text Text Action
Text Text Text Share
Touchpoints
Touchpoints Touchpoints
Touchpoints Touchpoints
Touchpoints
Touchpoints
Touchpoints Touchpoints
Touchpoints Touchpoints
Touchpoints Touchpoints
Touchpoints Touchpoints
Doing Touchpoints
Touchpoints Touchpoints
Touchpoints Touchpoints
Touchpoints Touchpoints
Touchpoints Touchpoints
Touchpoints
Touchpoints
Touchpoints

Qual. insights goes here
Qual. insights goes here
Thinking
Qual. insights goes here
Qual. insights goes here
Qual. insights goes here Qual. insights goes here Qual. insights goes here Qual. insights goes here Qual. insights goes here
Qual. insights goes here Qual. insights goes here Qual. insights goes here Qual. insights goes here Qual. insights goes here
Qual. insights goes here Qual. insights goes here Qual. insights goes here Qual. insights goes here Qual. insights goes here
Qual. insights goes here Qual. insights goes here Qual. insights goes here Qual. insights goes here Qual. insights goes here

Baseline
Experience

Opportunities Information Sources Reference

Takeaways go here Takeaways go here
Installer interviews Customer Experience Survey
http://www.adaptivepath.com/ideas/
Cognitive Walkthroughs Stakeholder Interviews
Takeaways go here Takeaways go here the-anatomy-of-an-experience-map

Copyright Mario Sakata (@mariosakata)