A structured framework for mapping the customer experience across different touchpoints, identifying pain points, and optimizing engagement.

Journey Overview

Journey Scope

Define the journey’s focus and objectives.

• Journey Name
• Customer Segment
• Journey Timeframe
• Journey Type (e.g., end-to-end, specific experience)
• Business Goals
• Customer Goals

Research Foundation

Ensure insights are backed by research.

• Research Methods Used
• Sample Size
• Data Sources
• Validation Method
• Key Insights

Customer Profile