PeopleKnow CX Lab — Journey map starter

Customer segment:
Journey scope and customer goal:
Evidence sources and dates:

Repeat for each stage:
Stage:
Customer goal and actions:
Touchpoints:
Customer quote or observation (remove personal details):
Friction and impact:
Opportunity:
Owner:
Measure of success:
Next action and review date:

Distinguish observed evidence from assumptions. Validate priority problems with customers.