Analysis template · 26 topics
Customer journey map mind map template
A customer journey map as a mind map, from awareness to consideration, purchase, first use, support and loyalty, with what customers do, feel and need.
Who it is for
- A marketer finding where people drop out between hearing of a product and buying it.
- A UX designer mapping a service before a redesign.
- A small shop owner looking at the experience through a customer's eyes.
How to use it
- Open the template and write the customer type and product in the central topic.
- Walk through each stage as that customer, using real quotes or data where you have them.
- Pick the worst pain point at each stage and write one fix for it under Improvements.
The outline
Every topic in the template, as it opens in the editor.
Customer journey
- Awareness
- Where they first hear of us
- The problem on their mind
- Pain point: we are hard to find
- Consideration
- What they compare us with
- Questions they need answered
- Pain point: pricing page unclear
- Purchase
- Steps to buy or sign up
- What makes them hesitate
- First use
- The first win they need
- Where they get stuck
- Feeling: hopeful or confused
- Support
- How they ask for help
- How long they wait
- Loyalty
- Why they come back
- What makes them recommend us
- Why some leave
- Improvements
- One fix per stage
- Owner and measure for each
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