Customer Journey Map
Stages × actions × thoughts × pains
- Best for
- finding broken touchpoints
- Time
- half-day workshop
- Difficulty
- Intermediate
Fill in your own Customer Journey Map right here.
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Example
Mapping a SaaS customer journey to find the broken moments
| Actions | Thoughts | Pain points | |
|---|---|---|---|
| Discover | Reads blog, asks peer | "Could this work for us?" | Marketing site doesn't show our use case |
| Sign up | Creates trial account | "How long will this take?" | Asks for SSO before they trust us |
| Onboard | Imports data, invites team | "Will my team adopt this?" | Onboarding has 12 steps; team drops |
| First value | Sees first chart | "That's exactly what I needed" | Buried 3 clicks deep |
| Renew | Compares cost to value | "Did we use it enough?" | No usage report in renewal email |
Related frameworks
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