Template: Customer Journey Mapping

What is Customer Journey Mapping?

• A Design Thinking Method, to analyse end-to-end customer experience when they consume specific product or service
• It helps teams to investigate the gap between what the users do and expect during each stage, in order to find opportunity for improvements
  • Remember, when Users perform specific action, what they do and think may be different

How to Create Customer Journey Mapping?

• Create Lifecycle Stages that define all the necessary activities to consume a Product / Service
• For each of the Stage, define what exactly the Customers are:
  • Doing: What they Do?
  • Thinking: What’s on their Mind?
  • Touchpoints: Point of interaction with Company
  • Experience: What They Feel?
• From the analysis on each particular stage, think of several improvement opportunities

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Get Customer Journey Mapping here: https://temanproduk.com/cjm

Slide: https://docs.google.com/presentation/d/1EtbLlitLJOx8bYpGW-62dFFso8KvawaZaRN13lSpcw0/edit?usp=sharing