Customer journey map

Possibly the most famous design thinking tool, a customer journey map allows you to reconsider the interaction with your products or services from the customer's perspective.
boardofinnovation-customer-journey-map

What is this for?

A customer journey map is a tool designed to better understand how a customer is solving a problem.

Completing a customer journey map will help you identify unknowns, opportunity areas and potentially map out possible solutions. You should update your customer journey map as you learn more about your customers through interactions with them.

 

Step-by-step guide.

Step 1

Download this PDF and print it on an A2. You can also draw it out on a sheet of paper if you can’t print.

Step 2

Agree on the persona around whom you are creating a customer journey map (10 min). 

Step 3

Complete box 1 based on your current understanding of how the customer solves their problem (10 min).

Step 4

Do the same for boxes 2-4 (30 min). 

Step 5

Review the entire customer journey (10 min). 

Step 6

Revisit your customer journey map after you’ve interviewed some customers (30 min). 

Tip: Invite an expert or a customer to join you during the exercise.

Tip: Repeat this exercise once you have identified a solution and compare the two scenarios.

Customer journey map

Get the pdf!

Fill in this form to get a pdf download of the tool.

Like it? Share it!

Share on linkedin
Share on facebook
Share on whatsapp
Share on email

Other relevant tools and guides

Revenue model flowchart B2C

An easy-to-use poster to find new B2C revenue models and decide which are right for you.

26 revenue model examples (B2C)

Explore 26 different revenue model examples that you can copy. Read this guide and learn how you can leverage innovative revenue streams used by B2C startups.

Problem sizing canvas

Use this tool to assess the size of a customer problem and determine if solving it could produce value for your business.

Innovation taboo

Our buzzwords game that teaches teams to ditch the jargon and find simple ways to explain innovation terms.

Future impact wheel

Review your innovation strategy and find out how your organization performs according to the different impact values – equality, community, empowerment, and environment.

Unit economics calculator

This business design tool will help you guesstimate whether your business model will be profitable and sustainable by analyzing your unit economics.

Let's get in touch!

Dont worry, we aren’t going to spam you with emails or call you a thousand times. After you fill in this form, one of our experts will reach out and talk to you.