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Journey Mapping Template: January 2017

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Kaytie Kieklak
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141 views

Journey Mapping Template: January 2017

Uploaded by

Kaytie Kieklak
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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JOURNEY MAPPING TEMPLATE

January 2017

HAPPY CUSTOMERS LEAD TO HAPPY SHAREHOLDERS.


LET’S MAKE HAPPY HAPPEN.
© 2017 ALL RIGHTS RESERVED
Importance to Customer

PERSONA NAME Low ATTRIBUTE #1 High “A quote for persona that


demonstrates emotion and/or task
Short description of this persona to be done. Make sure it sounds
Rarely ATTRIBUTE #2 Always
Descriptive text that explains a little bit about who the persona is. like something a real customer
This will provide background context for the information below and
help your audience develop empathy for the persona. would actually say.”
None ATTRIBUTE #3 All

PHASE 1 (Describe in customers’ language) PHASE 2 PHASE 3 PHASE 4


NEEDS & EXPECTATIONS

• Customer needs • Customer needs • Customer needs • Customer needs


• Customer expectations • Customer expectations • Customer expectations • Customer expectations

If desired, use callouts to


Step title connect text boxes to dots
Step description, which can be a Step title
bit longer. What is happening at
this point in the journey? Be sure If desired, use callouts to
to use customers’ language. connect text boxes to dots
Step title
Step title

Step title
Step title
Step title Step title
• “What might the user be thinking or saying in this phase? “What might the user be thinking or “What might the user be thinking or saying
Step in this “What might the user be thinking or saying in this
CUSTOMER

title Step title


saying in this phase? phase? phase?

Step title
VOICE OF

Step title
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

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