Journey Mapping is a powerful customer experience collaboration tool. Done well, it’s a tool you can use across your organization to describe the tasks, attitudes, and touchpoints that make up a customer’s interaction with your product/service. Combined with metrics and research, it can be used to prioritize pain points and otherwise identify opportunities to improve customer satisfaction.

Each journey map is going to be a little different. The skeleton of a map pictured above was used for an initial brainstorming workshop with a client to help them kickoff an in-depth strategic road-mapping exercise that will produce detailed journey maps.