What is a customer journey map?
It can be challenging to get into the minds of your customers. You may wonder why some potential customers drop off while browsing, or why others never complete your signup flow. A customer journey map -- sometimes called a user journey map, or buyer journey map, or product journey map -- can help understand what motivates your customers, from their needs to their hesitations and concerns. This map helps illustrate the journey from the perspective of your customers using storytelling and visuals. When done right, it can bring teams together to resolve specific customer hurdles for understanding core customer experiences. Furthermore, it will illustrate where additional development could provide the biggest impact.
A template to map the user journey
In its most basic form, a user journey map starts with a series of user actions, compiled into a timeline. Next, the timeline is fleshed out with specific actions, including user thoughts and emotions. Then the user journey map visualizes connected touchpoints that can help open up opportunities and give you insight into where you can better connect and convert users. This narrative is continuously condensed and polished, ultimately leading to an ideal customer journey map. This map should provide your entire team with a visual reference of how customers are experiencing your product at every point of interaction with your brand.
An interactive customer journey map
If this is the first time you’re attempting to illustrate a user journey, this template provides you with a good starting place. It contains all the customer journey mapping tools you need to understand the ways your customer may experience your brand. The pre-designed Steps, Actions and Touchpoints sections provide you with a solid basis for your map. Then, the pre-built Sticky Note component allows for easy direct manipulation of actions and touchpoints around your canvas. With a completed journey map in hand, your organization can then orchestrate the ideal customer experience and optimize it for desired outcomes. It provides a high level overview of the path that a user takes from first arriving on the site to visiting the key touchpoints on the site and eventually converting.
Free design software
Framer is your all-in-one tool for designing anything for free.
From UI to UX
In Framer you can design how features will work, not just how they look.
Design tool for teams
Work on projects together with real time collaboration.
How to make a customer journey map
No two customer journeys are the same. This template simply provides a customizable foundation for you to build upon and map to your product. It transcribes the traditional method of putting sticky notes on whiteboards into a digital format. Open the customer journey map template in Framer and use direct selection to move Action and Touchpoint sticky notes around the board. Double-click various elements to change colors, edit text, or add new content—like GIFs and video content. You can preview in fullscreen mode or easily share with teammates using the share preview link.
Discover more templates
Choose from a range of ready-to-use templates to save time and jumpstart any project, design, or wireframe.View all templates