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Journey Map Template

The document provides instructions and ideas for mapping out a customer journey experience. It suggests starting by identifying guiding principles and stages in a customer's journey. For each stage, the document prompts considering what the customer and company are doing, thinking, feeling, and experiencing, as well as opportunities to create value. The overall purpose is to gain insight into improving the customer experience.

Uploaded by

Rina Rachman
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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100 views2 pages

Journey Map Template

The document provides instructions and ideas for mapping out a customer journey experience. It suggests starting by identifying guiding principles and stages in a customer's journey. For each stage, the document prompts considering what the customer and company are doing, thinking, feeling, and experiencing, as well as opportunities to create value. The overall purpose is to gain insight into improving the customer experience.

Uploaded by

Rina Rachman
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Customer Journey / Experience Map INSTRUCTIONS & IDEAS www.yourcompany.

com

Guiding Principles 1. Start by looking at yourself in the mirror. What guiding principles drive your business?
What drives your company? What drives your company? What drives your company? What drives your company?

Customer Journey – Stages, Motivations, & Actions


STAGES ? what stages your customer ?will naturally pass through along
2. Write out ? their journey… ? ?
? ? ? ? ?
YOU DO ? 3. What are your teams and your product supposed to be doing at each stage?
? ? ? ? ? ?

WHAT IS
THE
CUSTOMER
SUPPOSED 4. What is your customer supposed to be doing with your product and how are they interacting
TO BE…
with your teams at each stage?
DOING?

• ? • ? • ? • ? • ?
THINKING? • ? 5. What is your customer •thinking
? about during each stage?
• ? • ? • ?
• ? • ? • ? • ? • ?

• ? • ? • ? • ? • ?
FEELING? • ? 6. What is your customer •feeling
? during each stage? • ? • ? • ?
• ? • ? • ? • ? • ?

? ? ? ? ?
EXPERIENCE ? 7. What is your customer supposed
? to experience at each ?stage? ? ?
? ? ? ? ?

Value Creation Opportunities


Universal By stages… By stages…

? ? ? ? ? ?
8. What opportunities to create and capture value naturally arise at each stage of the journey?
? ? ? ? ?
Customer Journey / Experience Map www.neosys.co.id

Guiding Principles
What drives your company? What drives your company? What drives your company? What drives your company?

Customer Journey – Stages, Motivations, & Actions


STAGES ? ? ? ? ?
? ? ? ? ?
YOU DO ?
? ? ? ? ? ?

WHAT IS
THE
CUSTOMER
SUPPOSED
TO BE…

DOING?

• ? • ? • ? • ? • ?
THINKING? • ? • ? • ? • ? • ?
• ? • ? • ? • ? • ?

• ? • ? • ? • ? • ?
FEELING? • ? • ? • ? • ? • ?
• ? • ? • ? • ? • ?

? ? ? ? ?
EXPERIENCE ? ? ? ? ?
? ? ? ? ?

Value Creation Opportunities


Universal By stages… By stages…

? ? ? ? ? ?

? ? ? ? ?

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