Customer Journey Map template
Ayoa’s Customer Journey Map template will help you design the perfect experience that leads your customers to convert by mapping out their current journey and identifying any gain or pain points they’re likely to experience along the way.
What is a Customer Journey Map?
It’s something that’s said time and time again, but as a business, your customers should be at the heart of everything you do. Mapping out every stage of your typical customer’s journey using our Customer Journey Map template will help you to put yourself in their shoes, allowing you to better understand why they make the decisions they do at each touchpoint in the journey. This means that you can design their perfect experience with your product, service, website, or whatever else it is they’re interacting with.
A Customer Journey Map (CJM) allows you to put your typical customer’s journey to conversion into a visual format and make notes of any gain or pain points they may experience along the way, so you can easily identify where they drop out of the journey before reaching conversion. By making note of pain points at various stages of the customer journey, you can also determine why they may be churning at certain points and devise effective solutions.
These conversions could be anything from signing up for a newsletter or product waiting list, to actually purchasing one of your products or services. You could even use a Customer Journey Map to determine how users interact with your app or website. In fact, Ayoa’s Customer Journey Map template can be used time and time again to visualize various journeys for different types of customers, so you can be more strategic when targeting each audience.
Why should you use our Customer Journey Map template?
Our Customer Journey Map template is a helpful tool for every department within your business. This could be marketing and communication teams looking to improve the way they promote your product or service to the masses, or product development teams wanting to ensure that they’re developing the services or features that your customers are actively looking for – or the ones that can solve the problems they typically face.
Mapping out these journeys will help you to see the path your customers typically take before they convert, as well as determine any gain points and pain points they’re likely to experience at each stage of their journey. This will enable you to identify what is working well and what areas need improvement, so all parts of your business can use this information to ensure that the needs and wants of your customers are being met. For example, customer service teams will be better equipped to solve the pain points that users experience at each stage.
In a similar vein, mapping out customer journeys will also enable you to identify problems that may be causing potential customers to drop off before they convert, so you can devise effective solutions to target these issues directly and improve your conversion rate.
Creating different personas for various customer types and journeys will also allow you to be more precise with your targeting of each audience you want to turn into loyal customers. This will lead to better results being generated from your sales and marketing campaigns, and less money being wasted on actions that will make little difference to your conversion rates.
How to use our Customer Journey Map template
Ready to get started, but unsure of how to create a Customer Journey Map? It doesn’t have to be a minefield! Our Customer Journey Map template is already set out in the format you need. Discover how to use it below:
To access the template, sign up to Ayoa. Once you've signed up, navigate to the homepage to create a new whiteboard, mind map or task board and choose this template from the library.
When mapping out customer journeys, it’s important to remember that the journey for each customer (or persona) won’t be the same, and there are likely to be various journeys that you want to examine. So, before you start using the template, you will need to determine which specific journey you want to focus on first.
When you have decided, double-click on the example title of the flowchart and replace this with the name of the journey you will be mapping out.
Now it’s time to set your objectives. What is it you want to achieve from analyzing this journey? What problems are you trying to solve? What KPIs are you trying to improve? When you’ve defined these, add them to the ‘Objectives’ section of the template using sticky notes.
Our Customer Journey Map template includes a flowchart for you to define every stage (or touchpoint) of your journey. Before you start adding them to the template, brainstorm what these are with your team to ensure that no step gets missed. Remember, some journeys may have more than one option at each stage!
Tip: You may find it useful to use a mind map for this. Simply create a new mind map in Ayoa, invite each member of your team, and start adding ideas!
To edit the flowchart and add your own touchpoints, hover over the flowchart and click on the blue ‘Open Flowchart’ button that appears at the bottom of the flowchart. When the flowchart editor opens, double click on the example touchpoints to add your own.
To add additional touchpoints to your Customer Journey Map, click on a touchpoint, then on the faint arrow that appears in the direction you want the flowchart to move in. You can then choose the shape of the touchpoint, change its color, and add text.
For each stage of the journey, try to identify any possible gain points and pain points that the customer will experience and add them to the relevant shapes in the flowchart. Pain points are any issues your customer experiences that may cause them to drop out of the journey, while gain points are positive results generated from that point in the journey.
Making a note of both of your pains and gains will help you to take inspiration from what is going well, so you can apply this to other stages of your journey (or even other journeys entirely).
Once all the necessary information has been added to your Customer Journey Map, click the blue ‘Save & Exit button’ in the top right-hand corner of the screen to exit the flowchart. Remember, you can reopen the flowchart to edit it at any time!
Based on the objectives you have already set, the gain and pain points you have just identified, and any gaps in your journey you have spotted by mapping it out, use the ‘Resources’ section to make a note of any resources you need to make improvements to your journey and meet your objectives. You should also include any resources you already have access to.
Again, add these to this section of the template using sticky notes. You can also add any relevant files and documents to this section of the template alongside any sticky notes via the attachments icon on the whiteboard side panel.
Use Ayoa’s task management features to create a dedicated task board for your project and actionable tasks to assign to members of your team. If you want to, you can add a link to this task board to your Customer Journey Map from the side panel in your template, so that all the information you need is in one place!
Use our template to create additional Customer Journey Maps for every journey or persona you want to examine. Keep testing your maps and updating them as and when needed, and make note of any results generated from this project so you can determine if more work needs to be completed.