Customer Journey Mapping

This customer journey map example was designd on the base of Wikimedia Commons file: Customer journey with touchpoints English.png. [commons.wikimedia.org/ wiki/ File:Customer_ journey_ with_ touchpoints_ English.png]
This file is licensed under the Creative Commons Attribution-Share Alike 4.0 International license. [creativecommons.org/ licenses/ by-sa/ 4.0/ deed.en]
"A customer journey map shows the story of the customer's experience. It not only identifies key interactions that the customer has with the organization, but it also brings user's feelings, motivations and questions for each of the touchpoints. Finally, a customer journey map has the objective of teaching organizations more about their customers. To map a customer journey is important to consider the company's customers (buyer persona), the customer journey's time frame, channels (telephone, email, in-app messages, social media, forums, recommendations), first actions (problem acknowledgement) and last actions (recommendations or subscription renewal, f.i.).
Customer journey maps take into account people's mental models (how things should behave), the flow of interactions and possible touch points. They may combine user profiles, scenarios, and user flows; and reflect the thought patterns, processes, considerations, paths, and experiences that people go through in their daily lives. ...
Mapping the customer journey helps organisations understand how prospects and customers use the various channels and touchpoints, how the organisation's is perceived and how the organisation would like its customers and prospects' experiences to be. By understanding the latter, it is possible to design an optimal experience that meets the expectations of major customer groups, achieves competitive advantage and supports attainment of desired customer experience objectives." [Customer experience. Wikipedia]
The CJM sample "Customer journey map" was designed using ConceptDraw DIAGRAM software extended with Customer Journey Mapping solution from Marketing area of ConceptDraw Solution Park.

This customer journey map template was designed on the base of customer journey mapping diagram from the UK Government Communication Service (GCS) website. [gcs.civilservice.gov.uk/ wp-content/ uploads/ 2015/ 09/ https-gcn.civilservice...ney-mapping-diagram.pdf]
"A customer journey map is a way to describe all the experiences a customer has with your organisation and the emotional responses they provoke - from their first impression of your building, to speaking to staff or receiving a service. ...
Customer journey mapping is a particularly useful tool to help identify the customer's interaction with your organisation, their thought processes and reactions to you, which can reveal opportunities for improvement and innovation in the customer's experience. ...
Customer journey mapping can help to identify how the customer is treated during each contact and how the customer feels towards your organisation at the end of the experience. This information can then be used to aid your management decision-making.
It is a key tool to help understand how the public experiences the delivery of services, especially in terms of identifying 'moments of truth'. These are the critical points when activities or initiatives are most likely to succeed or fail.
In summary, customer journey mapping is a strategic tool to ensure every interaction a customer has with your organisation is as positive as it can be." [gcs.civilservice.gov.uk/ wp-content/ uploads/ 2015/ 09/ https-gcn.civilservice...ney-mapping-diagram.pdf]
Use this CJM template for customer journey mapping with ConceptDraw DIAGRAM software.
The CJM template "Customer journey map" is included in Customer Journey Mapping solution from Marketing area of ConceptDraw Solution Park.

This customer experience map example was designd on the base of Wikimedia Commons file SD053- Figure 5.14 (8462249080).jpg. [commons.wikimedia.org/ wiki/ File:SD053-_ Figure_ 5.14_ (8462249080).jpg]
This file is licensed under the Creative Commons Attribution 2.0 Generic license. [creativecommons.org/ licenses/ by/ 2.0/ deed.en]
"In commerce, customer experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction is made up of three parts: the customer journey, the brand touchpoints the customer interacts with, and the environments the customer experiences (including digital environment) during their experience. A good customer experience means that the individual's experience during all points of contact matches the individual's expectations." [Customer experience. Wikipedia]
The CJM sample "Customer experience map" was designed using ConceptDraw DIAGRAM software extended with Customer Journey Mapping solution from Marketing area of ConceptDraw Solution Park.

This customer journey map example was designd on the base of illustration in the post "CX Day in government: How we all shape the customer journey" from the U.S. General Services Administration blog.
"In the Office of Customer Experience (OCE), we partner across GSA to help map out these customer relationships, bring our business lines closer to our customers, and create and pilot new ideas through the eyes of the customer. We’ve worked across the agency to begin to create Customer Experience (CX) principles for the Public Buildings Service (PBS), develop journey maps and recommendations for each category in the Federal Acquisition Service (FAS), and help GSA’s internal offices to develop action plans to improve the employee experience based on feedback." [gsa.gov/ blog/ 2016/ 10/ 07/ CX-Day-in-government-How-we-all-shape-the-customer-journey]
The CJM sample "Supplier journey map" was designed using ConceptDraw DIAGRAM software extended with Customer Journey Mapping solution from Marketing area of ConceptDraw Solution Park.

This customer journey map example was designd on the base of illustration in the Findings Report, July 2014 "Toward a Veteran-Centered VA: Piloting Tools of Human-Centered Design for America’s Vets" (pp.35-36) from the U.S. Department of Veterans Affairs website.
"While there are many paths into VA services, we identified common trajectories in the process of engaging with the VA. We translated those paths into touchpoints in a service­member’s transition and captured the positive and negative interactions associated with each stage of the transaction. The result is a customer journey map, which captures the key intervals between a Veteran’s release from service until they have been approved for VA benefits." [va.gov/ playbook/ downloads/ Toward_ A_ Veteran_ Centered_ VA.pdf]
The CJM sample "Customer journey to veterans affairs services" was designed using ConceptDraw DIAGRAM software extended with Customer Journey Mapping solution from Marketing area of ConceptDraw Solution Park.

This customer experience map example was designd on the base of Wikimedia Commons file SD053- Figure 5.14 (8462249080).jpg. [commons.wikimedia.org/ wiki/ File:SD053-_ Figure_ 5.14_ (8462249080).jpg]
This file is licensed under the Creative Commons Attribution 2.0 Generic license. [creativecommons.org/ licenses/ by/ 2.0/ deed.en]
"In commerce, customer experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction is made up of three parts: the customer journey, the brand touchpoints the customer interacts with, and the environments the customer experiences (including digital environment) during their experience. A good customer experience means that the individual's experience during all points of contact matches the individual's expectations." [Customer experience. Wikipedia]
The CJM sample "Customer experience map" was designed using ConceptDraw DIAGRAM software extended with Customer Journey Mapping solution from Marketing area of ConceptDraw Solution Park.