JOURNEY MAPPING TEMPLATE

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JOURNEY MAPPING TEMPLATE January 2017 Happy customers lead to happy shareholders. Let’s make happy happen. © 2017 All rights reserved

PERSONA NAME Short description of this persona ATTRIBUTE #1 Low High “A quote for persona that demonstrates emotion and/or job to be done. Make sure it sounds like something a real customer would actually say.” Importance to Customer ATTRIBUTE #2 Rarely Always Descriptive text that explains a little bit about who the persona is. This will provide background context for the information below and help your audience develop empathy for the persona. Typical Journey ATTRIBUTE #3 None All Alternate Journey NEEDS & EXPECTATIONS PHASE 1 (Describe in customers’ language) PHASE 2 PHASE 3 PHASE 4 Customer needs Customer expectations VOICE OF CUSTOMER “Customer quotes” C-SAT, NPS Social Media Sentiment Metrics / KPIs If desired, use callouts to connect text boxes to dots Step title Step description, which can be a bit longer. What is happening at this point in the journey? Be sure to use customers’ language. If desired, use callouts to connect text boxes to dots Step title If desired, use callouts to connect text boxes to dots Step title YOUR LOGO

SAMPLE Icons JOURNEY STEPS & LINES IDEAS & OPPORTUNITIES PAIN POINTS MOMENTS OF TRUTH EMOTICONS & PEOPLE

ADDITIONAL ICONS BASIC TOUCHPOINTS PASSAGE OF TIME BUILDINGS & VEHICLES INSIDE

EVEN MORE ICONS! SETTINGS SYMBOLS & OBJECTS OUTSIDE

We’d love to chat! @kerrybodine KerryBodine.com/contact Need help with your journey mapping efforts? Learn about our consulting services and jumpstart workshops at KerryBodine.com/consulting. We’d love to chat! @kerrybodine KerryBodine.com/contact