Choose a journey and a person
Set a clear starting situation and outcome. Keep different customer groups separate when their experiences differ.
See the experience from the other side.
Map what people are trying to do, what happens at each touchpoint and where the experience breaks down. Bring different teams’ perspectives into one view.
Hosts sign up. Guests join with a name.
Follow the person, not the department chart.
Add what the person sees
Map actions, questions, touchpoints and friction at each stage. Distinguish evidence from assumptions.
Find a moment worth improving
Look for a difficult transition or unanswered question. Agree how you will investigate it with the people affected.
An example session
Understand the first month of a service
Invite sales, delivery and support to map the handover from a signed agreement to first value. Add the messages a customer receives and the questions they still ask at each stage.
Choose one handover to improve and define the evidence that would show the change helped.
Customer journey mappingExample board DiscoverWhat problem brought them here?
Get startedWhat feels unclear?
First resultWhat shows that it worked?
Keep goingWhat makes it a habit?
Is there a customer journey template?
Yes. The native Account Journey Map includes stages, touchpoints and space for emotion or pain. Choose it from the template library after signing up.
Can we include research findings?
Yes. Add relevant notes and source references to the board. Use only material that is appropriate to share with the people who can access it.
Bring the next conversation
onto a board.
Start with 3 free live boards. Invite your participants through a link.
Start free