Journey maps editor
The journey maps editor is an intuitive tool for creating maps of common customer journeys with the steps customers take divided into phases, and relevant aspects including their behavior, emotions, problems, ideas and opportunities, channels and touchpoints on which they interact, among others.
Journey map details
Journey map controls
Use the journey map controls to zoom in or out of a map or to open the map in full screen.
Zoom in/out buttons. Increase or decrease the zoom applied to the map by 10% at a time.
Zoom value. Enter or use the slider to choose a zoom percentage from 25% to 200%.
Reset button. Go back to default zoom (100%).
Fullscreen button. Open the entire journey map in full screen. Click the button again to revert fullscreen.
Journey map viewer
When starting from scratch, begin by creating phases and adding steps within those phases to map the customer journey. Additional possible actions include: customizing phase colors, reorganizing elements by using the move left and right options, or collapsing columns for a cleaner view.
Once the structure is set, add lanes to document specific journey details. The lane types available are:
Customer behavior. Document customer activity and behaviors throughout each step of the journey.
Emotion. Select emojis to describe how customers feel with visual emotional progression across the journey.
Problems. Identify and describe issues in the journey that require attention.
Ideas/Opportunities. Document ideas and opportunities discovered while analyzing the journey.
Channels/Touchpoints. Assign channels and touchpoints on which customers interact.
Moments that matter. Describe why each step matters to the customer and their experience.
Moments of truth. Identify critical decision points and key pivotal interactions in the journey.
Customer quotes. Capture direct feedback and testimonials from customers relevant to the journey.
Open text. Create custom rows with free-form notes and observations.
If necessary, rename lanes or add a description to them. Additional possible actions include: reorganizing lanes by using the move up and down options, or collapsing them for a cleaner view.
Finally, populate your lanes with cards at each step. Hover over any card to edit or delete it. Card functionality adapts to the lane type. For example, select emojis to represent customer feelings in the Emotions lane, identify interaction points within the Channels/Touchpoints lane, or utilize rich text and quote formatting for text-based lanes like Problems, Customer quotes and Ideas/Opportunities.
