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Customer Journey Mapping

TTool · Customer Journey Mapping

By , Editor · · What’s Next

Customers are dropping off and nobody can agree on why. Each team owns a piece of the experience. None of them see the whole picture.

Customer journey mapping is a visualisation technique. You document the complete customer experience across every touchpoint — capturing stages, actions, thoughts, emotions, pain points, and opportunities in a single view.

A five-stage horizontal journey labelled AWARE, CONSIDER, BUY, USE and ADVOCATE with a one-line descriptor under each, tracked by a feeling line that drops to an X marking "the moment that breaks the loop."
Method visual — Customer Journey Mapping
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