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

2. 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

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

4. ADDITIONAL ICONS BASIC TOUCHPOINTS PASSAGE OF TIME
BUILDINGS & VEHICLES
INSIDE

5. EVEN MORE ICONS!
SETTINGS
SYMBOLS & OBJECTS
OUTSIDE

6. 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