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.

The vector stencil library "Customer experience icons" contains 42 customer experience map icons.
Use it to design your customer experience maps with ConceptDraw DIAGRAM software.
Pictograms and clipart are used to illustrate the customer experience maps.
The vector stencils example "Design elements - Customer experience icons" is included in Customer Journey Mapping solution from Marketing area of ConceptDraw Solution Park.

This customer experience map template 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]
Use this CJM template for customer journey mapping with ConceptDraw DIAGRAM software.
"The customer journey map for service design was first introduced through the Acela high-speed rail project of IDEO (1999). It has subsequently become one of the most widely used tools for service design and have been utilized as a tool for visualizing intangible services." [Customer experience. Wikipedia]
"Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between the service provider and its customers. Service design may function as a way to inform changes to an existing service or create a new service entirely." [Service design. Wikipedia]
The customer journey map template "Railway travel CJM" is included in Customer Journey Mapping solution from Marketing area of ConceptDraw Solution Park.