Customer journey map template
Sketch the entire customer journey and build more lovable experiences
Use template
About the customer journey map template
Use this template to map out the customer journey from awareness and consideration through to advocacy. Consider what customers do, think, and feel at each step and how you can best serve them. Better yet, invite participation from teammates in marketing, sales, product management, and customer support — each team has a stake in delivering a Complete Product Experience. As customer needs evolve, revisit your map to spark ideas for future enhancements and opportunities.
Included in the customer journey map template
This template includes everything you need to map out your product plans:
Colorful sticky notes
Configurable table
Library of visual icons
Example for inspiration
Tailor the customer journey map to match your needs. Then, share your whiteboard with as many people as you want to streamline collaboration. This template also includes the following capabilities to help you do your best work:
Tailor the look of your customer journey map
Add as many rows and columns as you need
Capture feedback with inline comments
Use emoji reactions or vote for the best ideas
Convert objects into work items in Aha! Roadmaps
Overview of customer journey mapping
Customer needs and expectations are always evolving. So it is important to truly understand your customers and center their experiences as you guide them through the different phases of buying and using your product. Map out the entire journey or a specific segment that you want to improve (such as the onboarding process or completing a series of tasks). The goal is to deliver a cohesive experience at every touchpoint to increase customer delight.
Best practices
Think holistically about customer experience and optimize each step of the journey.
Capture every touchpoint Map out the customer journey from awareness to advocacy. Color-code sticky notes by theme, team, or another identifying feature.
Gather multiple perspectives Bring in colleagues across the organization to elicit feedback and reach agreement on where to focus improvements.
Define your destination Compare the opportunities you identified with existing ideas and requests in your backlog. You can promote new ideas directly from your whiteboard into work items in Aha! Roadmaps.
FAQs about the customer journey map template
Why is building a customer journey map important?
Building a customer journey map is an exercise in customer empathy. It helps product teams better understand the customer experience, identify gaps or pain points, and deliver improvements. Customer journey maps inform strategic decisions and align teams on where to prioritize time and resources.
What are some best practices for building a customer journey map?
Start with clear objectives. And be sure you understand your customer personas well. (Take the time to revisit personas, if needed.) Layer in any qualitative or quantitative data to provide a more holistic view of the customer experience. Lastly, continuously update the map based on feedback or changes in customer behaviors.
Who is this customer journey map template for?
This customer journey map was designed for product managers, product marketers, and product teams. It aims to enhance understanding of user interactions and optimize product experiences.
Is this template free to use?
To use this customer journey map template, sign up for a free 30-day trial of Aha! Whiteboards. (You can also try this template in Aha! Roadmaps if you need a complete product management solution). Easily customize the template to suit your needs, and then share it with as many people as you want (for free) to streamline collaboration.
