Customer Journey Mapping Tool

Gain integrated insights that help identify and implement customer-centric initiatives.

Customer Experience Made Visible

Customer Journey Mapping is emerging as a powerful Customer Experience (CX) tool. It facilitates the studying of customer experience by visualizing customers' thoughts and feelings through the touchpoints, which are the points of interaction that might alter the way the customers feel about a product, brand, business or service.

Customer Journey Mapping is a compact visualization of an end-to-end customer experience. It helps businesses deepen their understanding of their customers' behaviors, thoughts, and feelings, empowering businesses to make value-driven decisions based on a customer experience model. If you want to learn more about how to develop a Customer Journey Map, please read Tutorial - How to Develop a Customer Journey Map?

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  1. Stages

    Critical milestones of a customer journey.

  2. Persona

    A fictional character developed to represent a specific group of customer.

  3. Separators

    Establish meaningful grouping to lanes.

  4. Lanes

    A particular aspect of customer journey. Typical journey map has lanes that describe the touchpoints, customer emotions, thinking and ideas for improvements.

  5. Bullet item cell format

    List information in item base.

  6. Apply color code for items

    Categorize items by applying different color code.

  7. Configurable chart cell

    Compare a set of statistical information with cell-based chart.

  8. Area chart

    Show or compare a quantitative progression over time.

  1. Numbered items (Cross stages)

    Describe the steps of a journey with numbered items.

  2. Customer Experience chart

    Present the change of customer emotion over time. The nodes refer to the items listed in a particular lane.

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  1. Use images in cells

    Visualize a customer journey with images.

  2. Description cell

    Besides listing information point by point, you can also write description for the entire cell.

  3. Smiley faces

    Present the change of customer emotion throughout the stages with smiley faces.

  1. Numbered items (Within stage)

    Describe the steps within a stage with numbered items.

  2. Items traceability in lanes

    Link between touchpoints, customer thinking/feeling and ideas for improvements.

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Trace between Touchpoints, Customer Thoughts and Ideas

Customer journey can shed light on product strategies, which typically composes by a number of inter-related levels: such as Action, Thinking, Feeling and so on. Visual Paradigm automatically maintain the traceability you've established among them. You can make a customer thought reference to a touchpoint and you can also suggest improvement action(s) referenced to the customer's thoughts (pain points) that your team addresses. The linkages of the data are shown on the journey map, enabling you to identify silos and gaps more effectively.

Trace between Touchpoints, Customer Thoughts and Ideas
Instant CJM Document Generation

Instant CJM Document Generation

A journey map is a widely shared artifact in your organization. Depending on what the stakeholders are looking for, different stakeholders may wish to focus on various aspects of the map. Our Doc. Composer enables you to output the data in a journey map with different orders and orientations. You can print a comprehensive journey map report either in column or row-based format in just a few clicks.

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